Where customer journey mapping falls short – and how to fill the gap
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The practice of customer journey mapping sheds light on where and how to improve customer experience in an unprecedented way.
Customer journeys provide an outside-in perspective on how to run a business to satisfy customer needs and expectations and win in the market. Customer journey management has been successfully deployed by organizations to ensure that alignment between the customer interaction and the internal business processes is optimal and monitored. Having been proved an exceptionally useful tool in business development, customer journey mapping has spread to other areas including HR (employee experience) and supply chain management (partner experience).
In this whitepaper, you will learn:
- Where customer journey mapping falls short of expectations
- How process management supports the development and management of all customer interaction
- Why redesign is an important part of business improvement and how this affects customer loyalty