Trends Report

Brief: How Journey Maps Unify Customer Experience And Business Technology Efforts

September 9th, 2014
Tony Costa, null
Tony Costa
With contributors:
John Dalton , Corey Stearns

Summary

Technology is inseparable from today's customer experiences. To succeed, customer experience (CX) pros must strengthen their ties with business technology (BT) teams. One vital tool in this effort — customer journey mapping. This report examines how journey maps add value to joint CX and BT activities and explores ways that CX pros can involve BT pros in CX efforts.

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