5 Mistakes Teams Make Building Customer Journeys

Kyle Seyler's article discusses five common mistakes teams make when building customer journeys, emphasizing how these oversights can negatively impact user experience. The pitfalls include the "volume trap," where multiple uncoordinated sequences bombard users with messages; the lack of exit criteria, leading to redundant communications; and channels being treated as an afterthought, resulting in mismatched urgency and message delivery. Additional errors involve designing journeys around organizational structures, which create disjointed user experiences, and relying on time delays rather than event triggers, which fail to address individual user progress. Seyler suggests that addressing these issues requires more deliberate and coordinated efforts, advocating for tools like Courier Journeys to streamline and improve the process by offering shared context, event-driven triggers, and carefully selected channels.