{
  "id": "workflow:customer-journey-mapping-refresh",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-cx-deep.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Customer Journey Mapping Refresh",
    "workflowKind": "governance",
    "triggerType": "scheduled",
    "typicalCadence": "quarterly",
    "complexity": "cross-team",
    "description": "Refreshes customer journey maps to reflect current product, process, and\ntouchpoint realities -- auditing each journey stage (awareness, acquisition,\nonboarding, adoption, renewal, advocacy) against current product flows and\ncommunication sequences, identifying pain points through quantitative\ndrop-off analysis and qualitative interview synthesis, mapping emotional\nhighs and lows along the journey using NPS/CSAT data correlated with\njourney milestones, cataloging all touchpoints by channel and ownership\nteam, assessing moments-of-truth for alignment between customer expectation\nand actual experience, evaluating handoff quality between teams at journey\nstage transitions, and modeling the impact of proposed experience\nimprovements on retention and expansion metrics. Produces updated journey\nmap artifacts, pain-point inventory, opportunity scorecard, and\ncross-functional improvement recommendations. Excludes implementation of\njourney changes.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "role:product-designer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "role:data-scientist",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "skill-area:domain-driven-design",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "skill-area:data-quality",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "domain:digital-marketing",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "responsibility:retro-facilitation",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:customer-journey-mapping-refresh",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}