171: Michael Gale: The ship we were part of building is no longer relevant

Fast Leader Show | Customer Experience Leadership

171: Michael Gale: The ship we were part of building is no longer relevant

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Michael Gale owned a number of trademarks on journey mapping when they built the methodology 14 years ago. But now he has to admit it’s no longer relevant because you can’t fit a journey map into a world of moments. With organizations now needing to digitally transform and customers being in complete control, Michael explains you must think and do things differently.