Summary
Journey mapping is one of the most popular and powerful tools for improving customers’ experiences: 88% of customer experience (CX) pros report that their firms do it. Yet many firms still struggle to achieve success as they grapple with hard questions like: What journeys matter most? And what’s the right altitude for each map? Creating and maintaining a customer journey atlas helps CX pros answer these questions and more — it provides a systematic way to uncover, organize, and prioritize journeys. This report explains how to do this in six steps.
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