See Gloria O-B Osardu, PhD, Global Head of Experience Research and Insights, Gusto, discuss:

• why it’s crucial to align with the business’s objectives before initiating a project to prevent “research silos”
• how the customer journey map is an intertwined ecosystem of information rather than a linear thought concept
• how journey mapping (when done right) can showcase the correct way to design and build personalized experiences for a customer’s individual situation

Gold Business-to-Business (B2B) Journey Mapping™

Gold Business-to-Consumer (B2C) Journey Mapping™