Moment of Truth

Firstly, what is a Moment of Truth? Well simply put, the ITIL® 4 textbook defines this as a "key touchpoint or service interaction between the service provider and consumer, and where the consumer forms or changes their impression of any aspect of the service experience, service organisation, products, and/or services”. For clarification, "changing their impression" can mean from positive to negative or visa versa.

Wow, this seems significant, i.e., from the consumer's perspective it sounds like all the great work in parts of the journey could be undone in a flash by other parts of the same journey. 

With this in mind, I wonder if management understand where those potential “moments of truth” lie? For clarity, I am not referring to segments in isolation because that is just evident of a siloed mentality, I am referring to the journey of each service ‘end-to-end’, I am referring to making visual the consumer’s experience from start to finish, and I am referring to how management coordinate their respective teams (collaborate) to ensure the experience meets with expectation!

So how do we make this visual?

I suspect some managers would answer that swiftly with clarity and precision (by walking-the-talk), others will regurgitate the textbook (by just talking-the-walk), and others will just go silent not knowing where to start!

I have composed one approach "Customer Journey Mapping", in MP4-video voice-over format. This is published in our other Group "Learn After the Textbook".