Customer Journey Mapping & Experience Design

Most journey mapping fails because it creates clarity, then paralysis — exposing the problems without making them solvable.

Instead, Sandra leads a rigorous, outside-in journey discovery process that helps leaders truly understand how customers experience their organization — and what that means for growth, loyalty, and execution.

We start by mapping the current experience by priority persona, integrating customer data, employee insight, and real stories to reveal where friction, confusion, and emotional breakdowns are quietly eroding trust. Then we design a future state that is both aspirational and operational, aligning customer needs with your business strategy, operating model, and brand promise.

The result: A practical decision-making tool your leaders use to prioritize investments, align teams, and confidently improve the experiences that matter most.

Sandra Greene is a truly gifted Customer Experience (CX) professional. I’ve had the pleasure of working with Sandra on a number of journey mapping projects - her expertise in persona development, journey mapping, & root cause analysis is exceptional, as are her skills in marketing & communications.

Sandra is strategic, flexible, creative, & she’s just so incredibly lovely!”

Kelly Massey, Manager of Customer Experience, Wawanesa Insurance