Lauren Wood

Totally.

Oh my God. I could not agree more. It's always like onboarding. Everyone's on top of the customer and there's like all this redundant work happening. And then later down the line, they're like, oh, they're, oh yeah, those guys, you know, that customer forgot about that. And really I, this is why I love journey mapping as a tool so much.

Oh my God. I could not agree more. It's always like onboarding. Everyone's on top of the customer and there's like all this redundant work happening. And then later down the line, they're like, oh, they're, oh yeah, those guys, you know, that customer forgot about that. And really I, this is why I love journey mapping as a tool so much.

Oh my God. I could not agree more. It's always like onboarding. Everyone's on top of the customer and there's like all this redundant work happening. And then later down the line, they're like, oh, they're, oh yeah, those guys, you know, that customer forgot about that. And really I, this is why I love journey mapping as a tool so much.

even just in the most simple form of aligning on what does the customer need from us at all these phases and who's giving that to them? Who needs to be involved in this? And let's just take a step back, look at it all, look at where we've come to because the nature of businesses, they're always growing and evolving and we're problem solving and creating solutions for different things.

even just in the most simple form of aligning on what does the customer need from us at all these phases and who's giving that to them? Who needs to be involved in this? And let's just take a step back, look at it all, look at where we've come to because the nature of businesses, they're always growing and evolving and we're problem solving and creating solutions for different things.

even just in the most simple form of aligning on what does the customer need from us at all these phases and who's giving that to them? Who needs to be involved in this? And let's just take a step back, look at it all, look at where we've come to because the nature of businesses, they're always growing and evolving and we're problem solving and creating solutions for different things.

But that creates a lot of organizational debt and just weight that we need to then redistribute

But that creates a lot of organizational debt and just weight that we need to then redistribute

But that creates a lot of organizational debt and just weight that we need to then redistribute

Oh my gosh, I completely agree. And really understanding where do we not have pipes across our teams? Like in this case, if there's no feedback loop between the client-facing teams and the product team, what a missed opportunity. And now with AI, we can make that so much easier. as well and take unstructured data and make it into structured data and all that great stuff.

Oh my gosh, I completely agree. And really understanding where do we not have pipes across our teams? Like in this case, if there's no feedback loop between the client-facing teams and the product team, what a missed opportunity. And now with AI, we can make that so much easier. as well and take unstructured data and make it into structured data and all that great stuff.

Oh my gosh, I completely agree. And really understanding where do we not have pipes across our teams? Like in this case, if there's no feedback loop between the client-facing teams and the product team, what a missed opportunity. And now with AI, we can make that so much easier. as well and take unstructured data and make it into structured data and all that great stuff.

But yeah, I'm big fan, big fan of the journey map. Well, Mary Beth, we are coming to a close here. We have just a couple of last minutes. I have two last questions for you. We're going to rapid fire it. What is a recent experience that you had with a brand or a company that left you impressed?

But yeah, I'm big fan, big fan of the journey map. Well, Mary Beth, we are coming to a close here. We have just a couple of last minutes. I have two last questions for you. We're going to rapid fire it. What is a recent experience that you had with a brand or a company that left you impressed?

But yeah, I'm big fan, big fan of the journey map. Well, Mary Beth, we are coming to a close here. We have just a couple of last minutes. I have two last questions for you. We're going to rapid fire it. What is a recent experience that you had with a brand or a company that left you impressed?

but they're doing it really well. I think it's a great, great use case. Thank you for bringing that up. And then my last question for you is what is one piece of advice that every customer experience leader should hear?

but they're doing it really well. I think it's a great, great use case. Thank you for bringing that up. And then my last question for you is what is one piece of advice that every customer experience leader should hear?

but they're doing it really well. I think it's a great, great use case. Thank you for bringing that up. And then my last question for you is what is one piece of advice that every customer experience leader should hear?

And this needs to come top down too, just to add onto this, is we have to account for the time it takes for us to work together. It is not just checking off all these tasks. There's always going to be a need for us to cross-functionally collaborate, to have workshops, to take time to have conversations and really understand the needs of our internal clients, which is our different departments.