Ania Rodriguez on Conquering Churn with Journey Mapping

Journey maps too often end up on a wall. Ania Rodriguez wants them to drive business outcomes.

Ania was trained as an engineer and has advised Fortune 500 companies on CX and UX for more than two decades. She shared how journey management can reduce churn.

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Originally aired March 13, 2025 as Episode 126 of The Trusted Guide Podcast (then The Delighted Customers Podcast).

What we cover

• Moving from manual journey mapping to journey management

• How that shift can reduce customer churn

• Low-cost quick wins that improve retention and satisfaction

• Thinking about a journey map like making a movie

Maps should move

A journey map is only useful if it changes what people do. Ania's approach keeps it alive and tied to results.

About the guest

Ania Rodriguez is founder and CEO of JourneyTrack and founded Key Lime Interactive. JourneyTrack sponsored the podcast at the time of this episode.

If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.