Seeing Through Your Customer's Eyes: Beyond the Journey Map

Are you designing customer experiences based on what you think customers want, rather than what they actually need? This video challenges us to look beyond our internal viewpoints to truly understand the complete customer experience.

It's so easy to get caught up in our own tools and processes that we miss how customers actually interact with our business. They don't follow our carefully planned customer journey maps—they forge their own paths based on their unique needs and goals.

As one expert points out in this video: "Customers don't read our customer journeys. They don't necessarily follow the things that we think they should be doing theoretically, because they have their own needs, their own things they're trying to accomplish."

What This Video Covers:

• Why focusing on isolated touchpoints gives an incomplete picture of your customer's experience
• How content moves through a complex web of people and systems before reaching your customer
• A simple approach to mapping and evaluating your entire content process
• Practical techniques for building content models that support real customer behaviors
• Ways to create content that serves customer needs throughout their entire journey, not just at specific points

Why This Matters

When you understand how customers actually move through their relationship with your business—rather than how you think they should—you can create content that truly resonates with their needs at every stage.

Ready to stop assuming and start understanding what your customers really want? Watch now to learn how a model-based approach can transform your customer experience.