Augment Customer Journey Work With Expectation Mapping

Emotion is the most important dimension of a great customer experience (CX). As standards rise, CX professionals face the challenge of accurately accounting for this key emotional component, and the customer expectations that underpin it, in their customer journey work. This report, the second in a three-part series dedicated to tools that CX pros can use to localize products and services that will resonate with local segments, examines how organizations can use expectation mapping to transform their current customer journey into one that aligns and resonates with local customer expectations.