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The CX Leader Podcast | A resource for customer experience leaders

Jan 30, 2024

Producer's Note: This episode originally dropped on February 14, 2023. Steve Walker interviewed Justin Zalewski on how CX professionals can take an ordinary journey mapping process and do more than just find problems and build empathy - instead, Justin describes how to turn your journey mapping process up to "11". Please note that some details and situations described in the episode may not necessarily be the same as when it originally was released.

Most CX pros are familiar with customer journey mapping – the process that identifies the path customers take when interacting with your company. We’ve done a few episodes on it already and you can check those out on But what if we did a little more than just pinpoint problems and build empathy for our customers? What if we included the customer in the process and they help design improved experiences? In other words, we turn the journey mapping process up to eleven! Host Steve Walker welcomes Justin Zalewski for a discussion on service design.

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