Journey Map Facilitation Skills

Customer, Employee & Partner Journey Maps

For customer journeys, employee journeys, and partner journeys, you need to engage ongoing cross-organizational collaboration.

Journey map success relies on making significant changes that customers will continually reward. Most approaches fall short in the way personas are selected, the way maps are drafted, the way workshop participants use their energy, and the way post-workshop efforts are managed.

Lynn HunsakerI advise CJM with workshop time devoted not to mapping, but rather, to the 4 A’s of ROI: Absorption, Adoption, Action, Accountability. I’ve found it best to bring a journey map drafted and vetted to the workshop. The map is assembled based on existing customer comments, refined with in-person interviews with customers. Instead of startling with a role persona, we look for expectations patterns across existing customer comments to identify the 2-3 expectations personas inherent to the brand. This approach builds-in veracity and tenacity for making significant changes for ongoing rewards from customers.

Your team and champions can learn how to draft an expectations persona and journey map, and how to facilitate actioning workshops.

  • Discover success factors for growth-sustaining journey maps
    • Contrast typical personas and journey maps vs. strategic-impact personas and maps
    • Identify jobs-to-be-done(JTBD) or intended outcomes of customers, employees, and partners
  • Jump-start your upcoming journey map workshop
    • Draft an expectations persona that’s actionable across your entire ecosystem
    • Sketch a journey map that motivates continual engagement
  • Learn how to conduct journey map research effectively and efficiently
    • Plan participants’ successes for before, during, and after your journey map workshop
    • Determine high-impact workshop exercises and facilitation approaches

What people are saying about ClearAction training:

     Carrefour     SMG     Saint Gobain     SEMA4 Consulting     ClickFactory

ClearAction worked with Thomson Reuters on several occasions. Because they managed CX in the B2B space for years, they could provide us with examples and stories to which we could easily relate. They offered practical tools we could implement right away. It was incredibly beneficial for us to work with ClearAction. They elevated our collective CX knowledge and helped us achieve a higher level of CX maturity.

Alice Chu, CCXP, Director of Customer Experience, Thomson Reuters

Lynn is a seasoned CX professional. She spoke to sound theory and powerful practical examples from her own experience that really help land the points on how to drive business results through customer experience programs.

Jacqueline Mueller, CCXP, Senior Vice President, Client Insight, SMG

I’ve had the opportunity to work with ClearAction Continuum on several projects. They are very dependable, detail oriented and have an extremely high sense of integrity. There’s no question they will do what’s needed to ensure the work is done correctly and the client’s best needs are taken into account.

Linda Popky, Strategic Development Board, Watermark

The customer experience management field and role is exciting, dynamic and complex, requiring many skills and competencies. ClearAction puts expert knowledge to great use to make sure no important detail gets left behind. They share their years of experience in clear, concise, compelling and useful ways.

Desirree Madison-Biggs, CCXP, Former Chairperson of the Board, CXPA

Let us know: business goal, number of participants, job levels, course topic familiarity, location(s), and timing.
Call +1 408 687 9700 or send an email today

Frequently Asked Questions

What does this journey map train-the-trainer course include?

  • Live class in-person or remotely, in one day or two half-days
  • Pre-class assignment to hit the ground running
  • Train-the-trainer workbook
  • PowerPoint templates for your workshop
  • Co-creation of your first expectations persona and strategic-impact journey map
  • Self-assessments for workshop facilitation readiness
  • Expert advice for planning, facilitation, and change management

Get a peek into this course’s new wisdom:

Who is the journey map course designer & instructor?

Lynn HunsakerThe Experience Leadership course was created by Lynn Hunsaker (CCXP, RTP). She led customer experience transformation for many years at Fortune-250 companies as Voice of Customer Manager, Strategic Information Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Global Quality. Partial list of accomplishments:

  • 16X reduction in customers’ time for service
  • Exceeded customers’ expectations by 75%
  • 10X increase in customer productivity
  • 23X reduction in lead time from 5 days to 5 hours
  • 6X improvement in trouble-shooting cycle time
  • $1M savings monthly to the customer
  • 80% reduction in customer engineers’ cycle time
  • 75% reduction in customer-reported bugs/issues

As a California certified teacher, Lynn created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles, and Professional Certified Marketer.

She conducted the world’s first global B2B customer experience practices study from 2010-2014. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees. Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.

CXPA Recognized Training Provider

Can I schedule coaching with Lynn Hunsaker?

Customer experience coaching is the quickest way to get expert advice.

Another perspective can help you excel. We’ve been in your shoes, leading CXM in complex firms. Grow your capabilities faster through customer experience coaching.

Coaching sessions on any topic shown below for customer experience, employee experience, and partner experience:

  • Metrics, dashboards, value
  • Bonuses and recognition
  • Deployment challenges
  • Strategy, culture, and adoption
  • CX solution provider selection and management
  • Voice of the customer methodology and actionability
  • Intelligence and insights
  • Customer-centered marketing and processes
  • Improvement and innovation
  • Intentional customer experience as north star

How coaching differs from consulting:

  • You present what you’re working on.
  • We give you on-the-spot feedback.
  • Calls are up to 90 minutes, max 2 people from your team.
  • All visual aids shown real-time in the call.

Multiple groups may receive coaching at a discount.

Request customer experience coaching today!

You can schedule your coaching session(s) on Lynn Hunsaker’s calendar or call +1 408 687 9700 or send an email today.

Can I get ongoing skill-building?

The Experience Value Exchange is your daily source of wisdom. You can pop into the Exchange throughout your day or week to get answers to challenges and guidance in your decisions. 5-minute, 20-minute, and 40-minute resources make ongoing skill-building easy.

  • Rapidly access your personally curated My Vault resources.
  • Solve-SpacesTM are interactive templates to create personalized solutions.
  • Webcast ConversationsTM allow you to shape experts’ presentations to your needs.
  • Post your questions and advice in the peer-to-peer Q&A forum.
  • Share wisdom and resources in the Insights Vault (videos, podcasts, templates, articles, study highlights, handbook chapters, presentations, infographics, how-to, case studies, tutorials, courses).
  • Join a community call, hackathon, fireside chat, virtual conference, or roundtable.
  • All ClearAction courses are available inside the Value Exchange at no extra charge!