Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATE

CX Today's Charlie Mitchell hosts a conversation about how mapping out customer service experience and uniting the team around those maps.

To dig into the challenges and opportunities, he's joined by:

Katie Stabler, Founder of CULTIVATE Customer Experience by Design
Paul Hughes, Head of CX Sales for the UK, Ireland & South Africa at Mitel

Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can derail CX efforts.

From there, the panel explores:

✍️ Where Should Businesses Start with Journey Mapping? ✍️
Stabler shares how to unify the business behind customer journey maps, not just the frontline, and why that's a critical first move.

🤝 How Culture and Technology Fit Together 🤝
Hughes highlights how siloed technology stacks can fragment customer journeys, and why stitching applications together drives visibility and efficiency.

🤖 Can AI Build Customer Trust? 🤖
Both guests stress the importance of applying AI mindfully, starting with customer and employee needs, so it strengthens trust rather than undermines it.

📖 Why CX Must Be a Movement, Not a Project 📖
Stabler explains how piecemeal, tactical CX initiatives fail to deliver ROI, and why embedding customer experience into culture is the only way forward.

For more on how to stich together the applications behind journey maps, visit: https://www.mitel.com/

For more Customer Experience tech news, visit: https://www.cxtoday.com