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For eBusiness & Channel Strategy Professionals

Your Digital Experience Strategy Starts With A Customer Journey Map

Identify And Invest In The Moments That Matter With The Help Of This Three-Part Planning Guide: Strategy, Business Impact, And Road Map

October 3, 2018

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Why Read This Report

Your customers expect the same quality of digital experiences from you as they get from Amazon, Netflix, and Uber. That will require transforming your experiences and the operations that support them. To get everybody on the same page, digital business leaders should conduct a three-part planning process: 1) Build a customer journey map highlighting the moments of engagement; 2) prioritize the moments and processes based on the benefit to customers and the value to you; and 3) pursue a two-path road map to move quickly while laying the foundations for the future.

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Table of Contents

  • Customer Experiences Give Structure To Your Digital Transformation
  • Follow A Three-Part Planning Guide For Experience-Led Transformation
  • Start With A Customer Journey Map Highlighting Digital Moments
  • Prioritize Moments Based On Customer Benefit And Business Value
  • Pursue Two Paths: Quick-Win Extensions And Experience Architecture
  • Recommendations

  • Make Experience-Led Transformation A Program, Not A Project
  • Supplemental Material
  • Related Research Documents

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