{"id":74820,"date":"2025-10-27T14:31:12","date_gmt":"2025-10-27T14:31:12","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74820"},"modified":"2025-11-17T10:59:28","modified_gmt":"2025-11-17T10:59:28","slug":"where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/","title":{"rendered":"3 Ways Customer Journey Mapping Goes Wrong &#8211; and What High-Performing CX Teams Do Instead"},"content":{"rendered":"<p><iframe loading=\"lazy\" title=\"CX Today, Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel &amp; CULTIVATE\" src=\"https:\/\/www.buzzsprout.com\/1557728\/episodes\/18097106-where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cultivate?client_source=small_player&amp;iframe=true\" width=\"100%\" height=\"73\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<p>To dig into the challenges and opportunities of customer journey mapping, Charlie is joined by:<\/p>\n<p><strong>Katie Stabler, Founder of CULTIVATE Customer Experience by Design<\/strong><br \/>\n<strong>Paul Hughes, Head of CX Sales for the UK, Ireland &amp; South Africa at Mitel<\/strong><\/p>\n<p>Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor data application, and siloed thinking can derail CX efforts.<\/p>\n<p>From there, the panel explores:<\/p>\n<ul>\n<li><strong>Where Should Businesses Start with Journey Mapping?<\/strong> Stabler shares how to unify the business behind customer journey maps, not just the frontline, and why that&#8217;s a critical first move.<\/li>\n<li><strong>How Culture and Technology Fit Together:<\/strong> Hughes highlights how siloed technology stacks can fragment customer journeys, and why stitching applications together drives visibility and efficiency.<\/li>\n<li><strong>Can AI Build Customer Trust<\/strong>? Both guests stress the importance of applying AI mindfully, starting with customer and employee needs, so it strengthens trust rather than undermines it.<\/li>\n<li><strong>Why CX Must Be a Movement, Not a Project: <\/strong>Stabler explains how piecemeal, tactical CX initiatives fail to deliver ROI, and why embedding customer experience into culture is the only way forward.<\/li>\n<\/ul>\n<hr \/>\n<p style=\"text-align: center;\"><strong><a href=\"https:\/\/www.cxtoday.com\/watch-the-new-best-practices-for-workforce-engagement-in-the-ai-era-cs-0007\/\">Now watch the new guide on best practices for workforce management in the AI-era.<\/a><\/strong><\/p>\n<p>For more on how to stich together the applications behind journey maps, visit: <a href=\"https:\/\/www.mitel.com\/\" target=\"_blank\" rel=\"noopener\">mitel.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>To dig into the challenges and opportunities of customer journey mapping, Charlie is joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by Design Paul Hughes, Head of CX Sales for the UK, Ireland &amp; South Africa at Mitel Early in the discussion, Stabler emphasizes why journey mapping often falls short, and how bias, poor [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":74822,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[60908],"class_list":["post-74820","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-tv","tag-artificial-intelligence","tag-customer-engagement-center","tag-customer-journey-mapping","tag-digital-transformation","tag-user-experience","tag-workforce-management","post_format-post-format-video","brands_to_track-mitel","editorial_type-interview","intent-discovery","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>3 Ways Customer Journey Mapping Goes Wrong - and What High-Performing CX Teams Do Instead - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CX TV news including Artificial Intelligence, Customer Engagement Center, Customer Journey Mapping, Digital Transformation, User Experience, Workforce Management and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 Ways Customer Journey Mapping Goes Wrong - and What High-Performing CX Teams Do Instead\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CX TV news including Artificial Intelligence, Customer Engagement Center, Customer Journey Mapping, Digital Transformation, User Experience, Workforce Management and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-27T14:31:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-17T10:59:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"3 Ways Customer Journey Mapping Goes Wrong &#8211; and What High-Performing CX Teams Do Instead\",\"datePublished\":\"2025-10-27T14:31:12+00:00\",\"dateModified\":\"2025-11-17T10:59:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/\"},\"wordCount\":227,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg\",\"keywords\":[\"Artificial Intelligence\",\"Customer Engagement Center\",\"Customer Journey Mapping\",\"Digital Transformation\",\"User Experience\",\"Workforce Management\"],\"articleSection\":[\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/\",\"name\":\"3 Ways Customer Journey Mapping Goes Wrong - and What High-Performing CX Teams Do Instead - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg\",\"datePublished\":\"2025-10-27T14:31:12+00:00\",\"dateModified\":\"2025-11-17T10:59:28+00:00\",\"description\":\"CX Today covers CX TV news including Artificial Intelligence, Customer Engagement Center, Customer Journey Mapping, Digital Transformation, User Experience, Workforce Management and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg\",\"width\":850,\"height\":425},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX TV\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\",\"name\":\"Charlie Mitchell\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"caption\":\"Charlie Mitchell\"},\"description\":\"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0\",\"url\":\"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"3 Ways Customer Journey Mapping Goes Wrong - and What High-Performing CX Teams Do Instead - CX Today","description":"CX Today covers CX TV news including Artificial Intelligence, Customer Engagement Center, Customer Journey Mapping, Digital Transformation, User Experience, Workforce Management and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/","og_locale":"en_GB","og_type":"article","og_title":"3 Ways Customer Journey Mapping Goes Wrong - and What High-Performing CX Teams Do Instead","og_description":"CX Today covers CX TV news including Artificial Intelligence, Customer Engagement Center, Customer Journey Mapping, Digital Transformation, User Experience, Workforce Management and more.","og_url":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-10-27T14:31:12+00:00","article_modified_time":"2025-11-17T10:59:28+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg","type":"image\/jpeg"}],"author":"Charlie Mitchell","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Charlie Mitchell","Estimated reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/"},"author":{"name":"Charlie Mitchell","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9"},"headline":"3 Ways Customer Journey Mapping Goes Wrong &#8211; and What High-Performing CX Teams Do Instead","datePublished":"2025-10-27T14:31:12+00:00","dateModified":"2025-11-17T10:59:28+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/"},"wordCount":227,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg","keywords":["Artificial Intelligence","Customer Engagement Center","Customer Journey Mapping","Digital Transformation","User Experience","Workforce Management"],"articleSection":["CX TV"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/","url":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/","name":"3 Ways Customer Journey Mapping Goes Wrong - and What High-Performing CX Teams Do Instead - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg","datePublished":"2025-10-27T14:31:12+00:00","dateModified":"2025-11-17T10:59:28+00:00","description":"CX Today covers CX TV news including Artificial Intelligence, Customer Engagement Center, Customer Journey Mapping, Digital Transformation, User Experience, Workforce Management and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/CULTIVATE-Mitel_850.jpg","width":850,"height":425},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/tv\/where-does-customer-journey-mapping-go-wrong-and-how-to-fix-it-mitel-cs-0007\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"CX TV"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9","name":"Charlie Mitchell","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","caption":"Charlie Mitchell"},"description":"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0","url":"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74820","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4063"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=74820"}],"version-history":[{"count":9,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74820\/revisions"}],"predecessor-version":[{"id":76208,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74820\/revisions\/76208"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/74822"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=74820"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=74820"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}