Some are talking about how Customer Journeys have had their day. We use these as part of a range of Service Design tools and in this context they are a great way of bringing Colleagues into the design process. They deal with Customers day in and day out. The mistake many make is to fall into the internal process instead of the external journey. They design what suits the Organisation and so do not see any benefit. It should be the framework that creates maximum competitive advantage through an emotional engaging experience with your best Customers.