Managing and Maintaining Your Customer Journey Mapping Program
Now that weâve laid out the foundational steps for customer journey mapping, itâs time to look into the execution aspect. Steps 4, 5 and 6, if you will. Thatâs going to take customer journey map maintenance and management, governance for multiple stakeholders, insights into how your maps evolve and the sophistication of your understanding of your customers, according to Noz Urbina of Urbina Consulting. âThat's when we're getting really serious,â he said. âIt is common for enterprise teams to have implementation challenges around journey mapping because it present...
Source: cmswire.com