By mapping out customer journeys, organizations can begin to understand how customers interact with them, why and when they purchase and how the current customer experience can be improved.
There is a strong appetite, however, to change the current way of working and leading organizations are now embracing journey management. This places the customer journey at the heart of operations and organization-wide decision making, to unite different and disconnected teams so they can achieve organizational goals and targets.
Featuring insights from Beauty Pie, Travel Counsellors, NCR, Manitoba Public Insurance and TheyDo, Journey management: Placing CX at the heart of business strategy, explains how enterprises can break down silos to standardize operations and identify opportunities for high-impact change.
Download the report to find out:
• Why customer centricity in the digital age requires new ways of working.
• How journey management informs business strategy.
• Which technologies are uniting disconnected teams around customer journeys.
To find out more about the themes covered in this report, catch up with our webinar Elevating CX: The path from journey mapping to journey management on demand, via this link.
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