Rachel Squire of MOBI Solutions talks through developing and using a customer journey map. Key takeaways:

- Why it matters: Understand customer interactions, optimize touchpoints, and boost retention.

- How to build it: Gather data, map key stages, and segment by persona.

- Driving success: Define KPIs, integrate tech, and gain stakeholder buy-in.

- Take action: Audit touchpoints, build your map, and align it with business goals.