{"href":"https://api.simplecast.com/oembed?url=https%3A%2F%2Fbusiness-of-whats-next.simplecast.com%2Fepisodes%2Fbeyond-the-customer-journey-65oMCovt","width":444,"version":"1.0","type":"rich","title":"Beyond the Customer Journey: Improve your systems by digging deeper into your customer journey.","thumbnail_width":300,"thumbnail_url":"https://image.simplecastcdn.com/images/0d99ab60-4951-4b6e-8828-6d334241d109/010ed2b0-029b-4f76-9f05-108343be070c/beyond-the-customer-journey.jpg","thumbnail_height":300,"provider_url":"https://simplecast.com","provider_name":"Simplecast","html":"<iframe src=\"https://player.simplecast.com/acda605f-e0dd-4f65-85ef-30dd1e57d929\" height=\"200\" width=\"100%\" title=\"Beyond the Customer Journey: Improve your systems by digging deeper into your customer journey.\" frameborder=\"0\" scrolling=\"no\"></iframe>","height":200,"description":"This episode of the Workshop Minute discusses how business owners can identify bottlenecks in their services by going beyond a traditional customer journey map. Matthew Shipp explains that mapping out the full customer experience process, including internal systems and employee roles, can reveal inefficiencies. He recommends visually mapping these interactions and involving staff for feedback to optimize processes and improve both the customer and employee experience."}