Great customer experience isn’t about changing the customer into who you want them to be. Rather, it’s about understanding your customer and making the experience the one they need.
Over the past several years, “journey mapping” became an industry buzzword. Consumer, retail and healthcare leaders often embark on journey mapping projects to better understand (and ultimately improve) their customer experience. This three-part blog series is intended to help organizations maximize their research investment. We’ll provide an introduction to journey maps and their value (Part 1); discuss technical factors to consider when embarking on a new project (Part 2); and teach you how to incorporate new trends and metrics planning for the most actionable outcomes (Part 3.)
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