Trends Report

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 3rd, 2018
Ted Schadler, VP, Principal Analyst
Ted Schadler VP, Principal Analyst
With contributors:
Martin Gill , Allen Bonde , Benjamin Arnold

Summary

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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