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Data Influencing Cross-Functional Teams | Mentors CX Academy

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Module 2: Customer Journey Mapping That Drives Action
3. Using Data to Influence Cross-Functional Teams

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4. Operationalizing Journey Maps for Real Change

3. Using Data to Influence Cross-Functional Teams

Turn maps into influence. Cate shows how to layer metrics like CSAT and cost onto journeys, translating customer pain into ROI-driven insights that drive cross-functional action.

Duration: 5:50

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