Summary
Each time a customer embarks on a journey with you, it can create or destroy value not only for that customer but for your firm. You must optimize value for the customer and the business for each individual journey and in the context of your journey portfolio. This report introduces CX leaders to journey portfolios and to two key lenses for optimizing value: value proportion and value pattern. Customer experience leaders must use both lenses to identify which journeys need interventions to optimize value.
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