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CCW Special Report: Customer Journey Mapping

May 29, 2018

Customer interactions - even the most simple, transactional ones - do not occur in isolation. They are part of a larger relationship between the organization and customers. They are part of the journey. 

A customer journey, quite simply, refers to the totality of interactions between business and a customer. This journey encompasses all direct and indirect engagement, in all channels, for all purposes. 

This report works to show you how to map the customer journey, both for customer-centric and a business-centric benefits. 

Previous Flipbook
The US Customer Experience Decision-Makers’ Guide 2018
The US Customer Experience Decision-Makers’ Guide 2018

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Reduce Churn and Increase Customer Satisfaction with Speech Analytics
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