Gartner Research

How to Turn Persona-Driven Customer Journey Maps Into an Actionable, Cross-Functional Customer Experience Plan

Published: 02 July 2018

ID: G00366158

Analyst(s): Jane-Anne Mennella

Summary

Many customer experience initiatives stall after the journey mapping phase, as CX leaders struggle to translate a desired-state vision into an actionable, cross-functional work plan. This research helps CX leaders activate customer experience transformations.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Design Desired-State Experiences From the Outside-In
  • Secure Leadership Buy-In and Cross-Functional Alignment
  • Translate Outside-In Design Into an Inside-Out Work Plan
  • Prioritize Investments Along a Three-Horizon Roadmap

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