Journey Mapping to Journey Management: What I Learned from Building an Enterprise CX Intelligence System
This case study highlights how advanced customer experience practices, combined with deep expertise in journey management platforms, can transform disconnected research into a living enterprise intelligence system. Based on a real-world implementation, all company-specific information, proprietary details, and personal references have been removed to preserve confidentiality while retaining the core lessons and business impact.
Rebuilding Customer Experience with AI
Most organizations believe they are practicing customer experience management. In reality, they are producing artifacts. Static journey maps, often built in PowerPoint, represent a snapshot of understanding at a moment in time. By the time they are published, they are already outdated. Insights are high-level, disconnected, and rarely influence real decisions.
This was the state of CX when I began this work. What followed was not an iteration on journey mapping—it was a shift to building a customer experience operating system.
Case Study: Enterprise Peer Coaching
Peer coaching in the workplace is a game changer and I had the good fortune to be the Program Manager for the Purpose Network in an organization of more than 400k team members. I was able to see, first-hand, how people can grow in their personal and professional life when they are empowered to cultivate a sense of purpose in their lives.
Innovation (Target): Artificial Intelligence
As part of an AI exploration working group, I have had an opportunity to evaluate the viability of Microsoft Copilot in an enterprise setting and have tested the platform’s impact on productivity in an organization of more than 400k team members.
Product (Target): Enterprise Peer Coaching
Aligning numerous projects and business objectives under one program umbrella. Program management requires expertise in multiple disciplines from technology and process to marketing and facilitation.
Product (Target): Onboarding
Product management is essential for driving a product's success by aligning business goals with customer needs.
Project (Visa): Information Architecture
IA simplifies complex systems, enhances usability, reduces confusion, and improves the overall user experience by organizing information. IA is a framework behind game changing solutions
Educator (AGI): User Experience
I spent four years teaching and mentoring others in how to analyze, measure, design and optimize processes and experiences that impact people. It all begins with your audience.
Work Samples: Experience Analyst
Great solutions require great research. Having the right tools and experience is essential to unlocking the opportunities hidden in complex processes.
Work Samples: Consulting & User Centered Design
By focusing on user needs throughout the design process, UCD has helped me create products that are intuitive, efficient, and enjoyable to use throughout my career.