In this live episode, we're joined by two leading experts in customer experience who are here to unpack the real value of customer journey mapping—beyond the post-it notes and pretty visuals. 

Together, we’ll explore how to create journey maps that are more than just documentation tools; they become catalysts for alignment, prioritisation, and confident decision-making. Expect real-world examples, hard-earned lessons, and practical advice on using journey maps to drive meaningful action across organisations. 

In a changing world, new concepts help us organise complexity, surface connections we hadn’t seen before, and unite what was previously separated. Total Experience is one such concept. By linking Customer and Employee Experience into one shared system, TX enables better impact, alignment, and long-term value. When CX and EX are treated in silos, organisations risk missing feedback loops, duplicating efforts, and limiting their full potential.

This Masterclass will support those looking to work more holistically with experience by connecting the dots between customer and employee needs through Total Experience (TX).