Unlocking Journey Mapping Transforming Business Relationships

1 Feb 2026 · 1 min

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In this excerpt from Marc Haine's talk on journey mapping, he describes a workshop technique where participants use sticky notes to label individuals in their organization as "ambassador," "newbie," or "pit of the tainted," thereby visualizing each person's current state in the customer or employee journey. Haine highlights a critical organizational challenge: when someone is stuck in the "pit of the tainted," leaders often lack the training, capacity, and competency to recognize the issue and determine what the individual needs to re‑enter the productive flow. The segment underscores both a practical mapping method and the leadership skill gap that can impede effective journey management.

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And I know that whenever I've gone through a workshop to actually do journey mapping, once we start pulling out the sticky pads, people can actually put names down on, oh, this person's an ambassador. This person's at pit of the tainted. This person's a newbie. And they can actually map out based on what they already know about their business where people are in. The biggest problem is when you have somebody wallowing in the pit of the tainted, do leaders have the training? And the capacity and the competency to be able to recognize it and then figure out what that person needs to come back into the flow.