The 9 Elements of Customer Journey Mapping Give You Real Power
- May 24, 2019 11:10 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
A recent survey by Dimension Data, a $7.4B global systems integrator, revealed an ‘uncomfortable’ truth: While 89% of organizations claim that customer experience (CX), underpinned by digital transformation, is critical to their survival and a top strategic priority, 51% of respondents are failing to act. This tension is particularly visible in the energy industry.
Driven by technological change, rising competition and the need to deploy more customer-centric communications, many power companies have recognized the need for a strategy to redefine how they can better serve and interact with their customers. Customer journey mapping (CJM) is a tool that has proven to be effective in reaching these goals. Like physical mapping, customer journey maps aim to make sense of the world around us based on the information we know. As our knowledge of our customer’s experiences increases, our maps will get more accurate and more complicated.
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