Continuing the recent theme of having authors from the recently published "Top 10 books that each CX leader should read " by Qualtrics, today's guest is none other than Jim Kalbach, the author of "Mapping Experiences - A complete guide to customer alignment through journeys, blueprint, and diagrams". With real passion and enthusiasm, Jim explains the importance that mapping plays in today's world, how important it is that all departments are involved in creating maps and how it is possible to map employment engagement to customer engagement, driving up both key metrics.