Published: 02 July 2024
Customer service journeys are often complex, leading to high effort for customers and high costs for businesses. Service and support leaders can implement customer journey management — the discipline of designing, deploying and continuously improving journeys — to drive consistent and seamless CX.
Customers’ service and support journeys are unnecessarily complex, loyalty-eroding and expensive to serve. To improve CX and deliver reliable business outcomes, service leaders need to gain greater control over these journeys.
Common approaches to improving service journeys, such as moment-in-time journey mapping, often fail to deliver long-term results because they are static, assumption-based, reactive and ad hoc.
Unless leaders establish a more comprehensive approach to customer journey management, they will struggle to deliver their business objectives.
Embed customer journey management by establishing a dedicated journey management team responsible for continuous improvement.
Start by prioritizing two or three journeys. Ideate improvements using
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