Customer Experience, Customer Experience Innovation, Customer Experience Management, Customer Experience Strategy, Featured, Journey Maps, Program and Project Management, Subscription Services, Voice of the Customer
How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t
Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well. Analysts have documented this problem for years. For example, Forrester Research CX expert Joana van den Brink-Quintanilha says one common mistake is not...
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