Summary
Journey maps are tools that support all six CX competencies. Beginners can use them to jump-start their CX efforts, while advanced practitioners never outgrow them. This guide offers the rationale for using journey maps to guide strategy, approaches for creating journey maps, guidance on implementing journey analytics, and what software is available for journey management. Whether you are familiarizing yourself with the concept for the first time or looking to expand your customer journey mapping practice, this guide will point you to the top 25 reports to read on how to create, socialize, operationalize, and manage journey maps.
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