--- title: Charting the Course - Mapping the Customer Journey | Ep. 24 description: Explore the importance of mapping the customer journey. Discover how understanding touchpoints can enhance client experiences & drive customer satisfaction image: https://benefits.chicagolandsia.com/hubfs/Licensed%20To%20Talk%20Insurance%201%20(19).png --- [Skip to content](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-24-mapping-the-customer-journey#main-content) [facebook-f icon](https://www.facebook.com/chicagolandsia/) [linkedin-in icon](https://www.linkedin.com/company/chicagoland-sia/) [Twitter icon](https://twitter.com/ChicagolandSia) [youtube icon](https://www.youtube.com/channel/UCjdqbj5lRfSQnvjjGVdrVPg) [![CSIAlogo-2-2](https://benefits.chicagolandsia.com/hs-fs/hubfs/CSIAlogo-2-2.png?width=200&height=118&name=CSIAlogo-2-2.png)](https://benefits.chicagolandsia.com/) - [Learn More](https://benefits.chicagolandsia.com/learn-more) - [Benefits](https://benefits.chicagolandsia.com/member-benefits) Show submenu for Benefits - [Market Access](https://benefits.chicagolandsia.com/access-to-markets) - [Increased Income](https://benefits.chicagolandsia.com/increased-income) - [Training and Learning](https://benefits.chicagolandsia.com/training-and-education) - [Agency Growth and Development](https://benefits.chicagolandsia.com/agency-development) - [Digital Strategy](https://benefits.chicagolandsia.com/digital-marketing-and-strategy-consultation) - [About Us](https://benefits.chicagolandsia.com/about-us) - [Resources](https://benefits.chicagolandsia.com/resources) Show submenu for Resources - [Blog](https://benefits.chicagolandsia.com/chicagoland-sia-blog) - [Video Series](https://benefits.chicagolandsia.com/beyond-the-dec-page-video-series) - [Podcast](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast) - [Free Downloadable Guides](https://benefits.chicagolandsia.com/free-digital-content-strategy) - [Press Releases](https://benefits.chicagolandsia.com/press-release) - [Our Team](https://benefits.chicagolandsia.com/our-team) - [Make a Payment](https://chicagolandsia.appliedpay.com/) Open main navigation Close main navigation - [Learn More](https://benefits.chicagolandsia.com/learn-more) - [Benefits](https://benefits.chicagolandsia.com/member-benefits) Show submenu for Benefits - [Market Access](https://benefits.chicagolandsia.com/access-to-markets) - [Increased Income](https://benefits.chicagolandsia.com/increased-income) - [Training and Learning](https://benefits.chicagolandsia.com/training-and-education) - [Agency Growth and Development](https://benefits.chicagolandsia.com/agency-development) - [Digital Strategy](https://benefits.chicagolandsia.com/digital-marketing-and-strategy-consultation) - [About Us](https://benefits.chicagolandsia.com/about-us) - [Resources](https://benefits.chicagolandsia.com/resources) Show submenu for Resources - [Blog](https://benefits.chicagolandsia.com/chicagoland-sia-blog) - [Video Series](https://benefits.chicagolandsia.com/beyond-the-dec-page-video-series) - [Podcast](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast) - [Free Downloadable Guides](https://benefits.chicagolandsia.com/free-digital-content-strategy) - [Press Releases](https://benefits.chicagolandsia.com/press-release) - [Our Team](https://benefits.chicagolandsia.com/our-team) - [Make a Payment](https://chicagolandsia.appliedpay.com/) Aug 15, 2024, 9:31:44 AM # Charting the Course - Mapping the Customer Journey | Ep. 24 [Chicagoland SIA](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/author/chicagoland-sia) Share: [facebook-f icon](http://www.facebook.com/share.php?u=https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-24-mapping-the-customer-journey) [linkedin-in icon](http://www.linkedin.com/shareArticle?mini=true&url=https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-24-mapping-the-customer-journey) [Twitter icon](https://twitter.com/intent/tweet?url=https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-24-mapping-the-customer-journey) [pinterest-p icon](http://pinterest.com/pin/create/link/?url=https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-24-mapping-the-customer-journey) [envelope icon](mailto:?body=https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-24-mapping-the-customer-journey) In this episode of Licensed to Talk Insurance, Amanda Yaniz and Kelsey Concklin-Ramsey delve into the intricacies of mapping the customer journey. They explore the significance of understanding every touchpoint in the path from prospect to policyholder. Listen in to learn how mapping this journey can unveil opportunities to enhance client experiences, improve agency processes, and ultimately increase customer satisfaction and loyalty. Here is the article Kelsey mentions during the episode: https://www.invespcro.com/blog/customer-acquisition-retention/ [Marketing](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/marketing), [Digital Strategy](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/digital-strategy), [Sales Strategy](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/sales-strategy) ## Related posts [![](https://benefits.chicagolandsia.com/hs-fs/hubfs/Licensed%20To%20Talk%20Insurance%201%20(28).png?height=200&name=Licensed%20To%20Talk%20Insurance%201%20(28).png)](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-15-navigating-the-ins-and-outs-of-independent-vs.-captive-insurance-agencies) [Insurance Markets](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/insurance-markets), [Sales Strategy](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/sales-strategy), [Agent Opportunities](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/agent-opportunities) ## [Episode 15 - Navigating the Ins and Outs of Independent vs. Captive Insurance Agencies](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-15-navigating-the-ins-and-outs-of-independent-vs.-captive-insurance-agencies) [Chicagoland SIA](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/author/chicagoland-sia) Nov 16, 2023, 9:17:29 AM [Read more](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-15-navigating-the-ins-and-outs-of-independent-vs.-captive-insurance-agencies) [![](https://benefits.chicagolandsia.com/hs-fs/hubfs/How%20My%20Insurance%20Guy%20Uses%20Automation%20to%20Improve%20the%20Client%20Journey%20%20Ep%2047.png?height=200&name=How%20My%20Insurance%20Guy%20Uses%20Automation%20to%20Improve%20the%20Client%20Journey%20%20Ep%2047.png)](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/how-my-insurance-guy-uses-automation-to-improve-the-client-journey-ep-47) [Digital Strategy](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/digital-strategy) ## [How My Insurance Guy Uses Automation to Improve the Client Journey | Ep 47](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/how-my-insurance-guy-uses-automation-to-improve-the-client-journey-ep-47) ![Picture of Kelsey Ramsey](https://benefits.chicagolandsia.com/hs-fs/hubfs/Kelsey%20Ramsey-1.jpg?width=50&name=Kelsey%20Ramsey-1.jpg) [Kelsey Ramsey](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/author/kelsey-ramsey) Jul 20, 2026, 3:14:50 PM [Read more](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/how-my-insurance-guy-uses-automation-to-improve-the-client-journey-ep-47) [![](https://benefits.chicagolandsia.com/hs-fs/hubfs/Licensed%20To%20Talk%20Insurance%201%20(25).png?height=200&name=Licensed%20To%20Talk%20Insurance%201%20(25).png)](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-18-unleashing-chatgpt-a-practical-guide-for-insurance-agents) [Marketing](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/marketing), [Digital Strategy](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/tag/digital-strategy) ## [Episode 18 - Unleashing ChatGPT: A Practical Guide for Insurance Agents](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-18-unleashing-chatgpt-a-practical-guide-for-insurance-agents) [Chicagoland SIA](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/author/chicagoland-sia) Feb 14, 2024, 3:21:24 PM [Read more](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast/episode-18-unleashing-chatgpt-a-practical-guide-for-insurance-agents) [facebook-f icon](https://www.facebook.com/chicagolandsia/) [linkedin-in icon](https://www.linkedin.com/company/chicagoland-sia/) [X Twitter icon](https://x.com/ChicagolandSia) --- [![CSIAlogo-2-2](https://benefits.chicagolandsia.com/hs-fs/hubfs/CSIAlogo-2-2.png?width=200&height=118&name=CSIAlogo-2-2.png "CSIAlogo-2-2")](https://benefits.chicagolandsia.com/) 240 S. 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