If individuals have to constantly reorient themselves, the experience feels incoherent. Coherency in experience is a common goal for most organizations, and has been shown to increase profits.
It will be important to share our customer journey map to all teams and also what the target customer experience is along the way.
Step 1 is probably to define experience and emotion for our “moments of truth” share that across the team
Step 2 is to dig deeper at the journey beyond the moments of truth and build depth to the moments of truth. Many interactions within the customer journey can make up a moment of truth.
