Journey Mapping 2.0: How to Leverage Journey Mapping Software to Build an End-to-End CX Process That Delivers Results
Clarivate
APRIL 3, 2017
Executive Overview. Companies are realizing that focusing on their customers’ experience (CX) is more than just: Naming an executive to lead Customer Experience. Implementing a customer survey. Building a journey map or process map. Tracking customer-facing actions for improvement. Customer Experience impact and results (ROI) come from having an end-to-end business process (integrated with people and systems) in place that does the following: Defines current state of your customer experience.
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