Any organization that has worked to improve their customer experience (CX) in the past decade will be familiar with the concept of customer journeys. Now an important cornerstone of CX practice, customer journeys are used to describe “as-is experiences” and to envision “to-be experiences” for customers, clients, patients and citizens alike.
This article discusses why traditional journey mapping is not enough to improve customer experience at scale, and why journey management is the next frontier. Furthermore, it explains how to implement journey management successfully.
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| Franklin Heijnen Creative Director | Deloitte Digital T +31882883928 E fheijnen@deloitte.nl |
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| Nicholas Pinfold Senior Manager T +31882880773 E npinfold@deloitte.nl |
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