A free workbook for CX and contact center operations leaders: trace one real case across six lenses and find the handoffs that break resolutions.

From the customer's side, a case is seven steps: search, submit, confirm, wait, update, resolve, close. Behind it, your organization is likely coordinating a dozen more — intake, AI classification, knowledge lookup, agent review, case creation, warranty validation, specialist queues, approvals, inventory, scheduling, notification, follow-up.

Most of the friction doesn't live inside those steps. It lives in the handoffs between them — where context fails to travel, an SLA never gets assigned, a specialist queue backs up, or the contact center marks a case resolved while fulfillment hasn't started. From the customer's side, all of that looks the same: waiting.

Teams that automate before mapping tend to put AI into exactly those broken handoffs — and automate the friction along with the work.

What's inside the workbook

• The six-lens Connected Journey Model
  Examine one case through customer, employee, AI, workflow, data, and capacity lenses, so no team maps its slice in isolation.
  
• A nine-step case walkthrough
  The same warranty-replacement case we traced on stage at Engage, from discovery to post-resolution success, annotated with what can break at every step.
  
• The mapping canvas
  ‍A fill-in grid your team completes for a case type you handle every day. One working session, no tooling required.
  
• The Discovery Bank
  70+ diagnostic questions organized by journey stage and lens, so your team can interrogate each step: who owns it, what triggers it, which system supports it, what data must survive the handoff.
  
• A "where does it break?" checklist
  ‍Eight failure patterns (confused customer, unsupported employee, stuck workflow, disconnected data, and more) to score each handoff before you automate it.