Customer journey maps, a visual representation of every interaction a customer has with your brand, have long been a tool for designers, marketers, and other CX professionals to uncover points of friction and opportunities for optimization in the buying process.

UserTesting's Senior Solutions Consultant, Landon Barnes, shares best practices for developing customer journey maps while working remotely, and discusses why in times of change it's more important than ever to understand what your customer is actually experiencing when they engage with your company.

Landon Barnes
Senior Solutions Consultant

Landon is a Senior Solutions Consultant for UserTesting. Prior to UserTesting, he worked on the Customer Experience Solutions team at Forrester Research where he consulted for organizations on CX best practices and strategies.
Michael Mace
VP, Market Strategy

Mike is a 25-year veteran of the tech industry. He held marketing and strategy roles at Apple and Palm, co-founded two startups, and has also consulted for many tech industry companies.
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