Gartner Research

Connect Business Moments, Personas and Journey Maps to Boost Customer Experience Outcomes

Published: 15 May 2015

ID: G00274582

Analyst(s): Brian Prentice , Tiffani Bova, Olive Huang


Responding appropriately to business moments can enrich, or degrade, customer experience. This research explains how application leaders who support marketing, sales and service professionals can craft effective responses to business moments, and avoid those that are intrusive and irrelevant.

Table Of Contents


  • Link Business Moments to Customer Journey Maps
  • Use Personas and Segmentation to Connect Business Moments to the Right Responses
  • Use Customer Journey Analytics Technologies to Measure the Business Impact and Fine-Tune the Design of Actions Triggered by Business Moments

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