Best Practice Report

Assess Journey Value For Customers And The Business

A Step-By-Step Guide For Assessing Value Proportion And Value Pattern

 and  three contributors
Dec 18, 2024

Summary

CX leaders wanting to decide which journeys to intervene in and how need to answer two questions: “Is this journey creating value for the business?” and “do customers perceive value from this journey?” This report provides checklists that help CX leaders assess journey value using two lenses — value proportion and value pattern — for customers and your firm.

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