Trends Report

What CX Pros Need To Know About The Customer Life Cycle

Enrich Customer Life-Cycle Understanding With Customer Journey Maps

September 21st, 2015
Tony Costa, null
Tony Costa
Sarah Sikowitz, null
Sarah Sikowitz
With contributors:
John Dalton , Michelle Moorehead , Harley Manning , Dylan Czarnecki , Elizabeth Perez , Kara Hartig

Summary

Customer experience (CX) is rapidly increasing in importance across all phases of the customer life cycle — including early phases over which marketing traditionally had exclusive purview. As brand and CX converge, CX pros need to ensure that CX improvements align to brand goals. This report lays out actions for CX pros to partner with CMOs and use the customer life-cycle framework and customer journey mapping tools to align brand, marketing, and CX.

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