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From customer experience visualization to customer experience management. Bring journey maps to the next level: from projects to governance; from alignment to action; from a communication tool to an integrated information system.
CX is the driving success factor for business, but companies struggle with managing CX across organizational silos.
Unclear responsibilities
Recommendations
Fractured data
Loyalty
No overview of pain points, opportunities, projects, KPIs
Return on investment
● Journey Management
Superior CX strategy
Embedding customer experience into decision-making processes across departments increases customer satisfaction, loyalty, and business growth.
● Journey Management
Prioritization & roadmapping
Portfolio management for identifying key opportunities across journeys. CX-driven roadmaps support customer-centric prioritization and risk reduction.
● Journey Management
Persuasive communication
Standardized journey maps with customized views on the data reduce efforts for teams and use cases. Bridge organizational silos with a unified CX focus and language.
● Journey Management
Journey hierarchy
Zoom through a hierarchy of journey maps with pain points and opportunities. Real-time quantitative and qualitative data based on integrations allows an outside-in CX view.
● Journey Management
Simplicity & flexibility
Reducing the complexity inherent in CX aligns teams around a coherent information system, making journey maps a management asset for strategic and operative decisions.
How to get started with Customer Journey Management
Effective customer journey management is vital for businesses to remain competitive and relevant in today's market. It helps to optimize every step of the customer journey and thus ensuring customer satisfaction, building brand loyalty, and driving revenue growth. In this article, you learn the basics of customer journey management: What is customer journey management? Why is it so important? What are the tasks and skills of a customer journey manager? And what are essential tools for customer journey management?
