Playbook: Introduction of a holistic Journey Management Framework Matthias Baldauf 15. March 2023

Playbook: Introduction of a holistic Journey Management Framework

How to manage complex CX projects!

With this Journey Management Playbook, you’ll lay the foundation for a framework, implement the right governance tools, and ensure effective use of insights from your organization’s journeys.

An active Journey Management Framework fosters customer-centric collaboration by connecting frontline departments and their individual initiatives into one big picture. Complex customer processes and transactions in the company are brought to a uniform company-wide standard, so that all those involved in journey mapping “speak the same language” both professionally and organizationally.

This Journey Management Playbook contains e.g.:

  • Taxonomies: Organizing information layers intelligently
  • Terminologies: One language for all stakeholders
  • Checklists/templates for systematic project planning

Download your free copy now!

Download your free copy now!


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Merge your journey maps with a framework designed for your company

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Orchestrate insights on requirements and recommendations for action


Introduction of a holistic Journey Management Framework


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