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Tools and Frameworks That Work | Mentors CX Academy

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Module 2: Customer Journey Mapping That Drives Action
2. Tools and Frameworks That Work

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3. Using Data to Influence Cross-Functional Teams

2. Tools and Frameworks That Work

A map is only useful if it’s usable. Cate compares tools and frameworks, from empathy maps to service blueprints, and shares a simple rule: if it can’t be explained in 60 seconds, it’s too complex.

Duration: 6:28

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Cate Marques

Module 2: Customer Journey Mapping That Drives Action

Learn how to transform journey mapping from a creative exercise into a high-impact operational strategy.

4 lessons • 25 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. Intro to Journey Mapping

2. Tools and Frameworks That Work

3. Using Data to Influence Cross-Functional Teams

4. Operationalizing Journey Maps for Real Change