Skills CX operations
Journey mapping with support contacts
Journey maps often die as wall art: sticky notes, generic emotions, no data link. Support contacts are timestamped, labelled evidence of where the product journey broke — if you attach driver taxonomy and customer lifecycle stage.
npx rulebase-skills install cx-journey-mappingWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “customer journey map support”
- “contact by lifecycle stage”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
When journey mapping is worth doing
If you cannot assign stage per contact from data, fix instrumentation before facilitating a workshop.
Define lifecycle stages (operational)
Use stages your product and CRM already recognise — examples.
Map contacts to stages
For each stage, aggregate over a defined window.
Stage-specific drivers
Build a table — the core deliverable.
Overlay emotional journey (lightly)
Emotion sticks are optional after quantitative map. One row per stage: Expected goal (customer job-to-be-done), Typical friction from verbatims sample, Support role (prevent, fix, explain, recover).
When maps become theatre
Retire the map when stage contact rates flatline after product fixes — celebrate and archive.
Connect to action
Each stage should exit with at most three bets: Product change (if driver is UX/defect), Content/self-service (if driver is informational), Policy or process (if driver is rules).
Traps
Average journey across segments. Enterprise and self-serve differ; split maps.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
