In this masterclass you will learn all about the sense and nonsense of customer ánd employee journey mapping, what type of journeys exist and when what type is relevant to use. Je learn to distinguish between the main and detailed journeys and when to use both. After this masterclass you are able to facilitate your own journey workshop and understand how you can use the journey as a structure to plot both the true latent drivers of satisfaction as well as your customer contact for maximum impact across the organisation.