Organizations that have and use customer journey maps are twice as likely to outperform competitors than those that don’t, according to the 2019 Gartner Customer Experience Management Survey. That success likely comes from the way maps help identify key opportunities to improve the customer experience (CX). They also facilitate agreement across the organization about customer needs.
February 12, 2020
As customer experience programs mature into cross-functional C-suite priorities, marketing plays a bigger role in execution.