Episode 138 – Journey Maps: What Are They, How Are They Used, and Why Every Professional Service Firm Needs Them

Quality work is table stakes, not a competitive advantage. Lots of firms deliver quality work and many clients cannot tell the difference between great work and average work. In contrast, the client experience is a powerful differentiator. Very few firms can deliver outstanding client experience consistently. Those that can scale. The tool they use to do so is called a journey map.

Attend this session and learn from Collective 54 member Miles Kailburn, Chief Executive Officer at Old Town Media, what a journey map is, and how to create and use them effectively. 

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