Strategy Guide

Understanding the Customer Journey Every Step of the Way

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There are many things a business can do to become truly customer-centric. The first step is to make a commitment to consider the customer experience as a priority that drives differentiation and creates competitive advantage.

But what happens next? What steps should a business follow to realise that vision? Every goal worth achieving needs a plan to get there. Check out this strategy guide to learn how to transform CX using the customer journey as a map to guide you.


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5 steps to transform your customer experience

When done well, using customer journey maps to guide CX transformation creates new customer value that can lead to sustained competitive advantage. This can take the form of tactical or strategic actions as defined by your strategy.

Read this Strategy Guide to:

  • Learn what drives customer engagement
  • Understand the current customer journey
  • Generate new ideas to improve the CX journey
  • Make the right investments
  • Develop customer-focused capabilities
5 Key Steps to Transform CX example page

Improve customer experiences by understanding the customer journey

Customer journey maps are critical to executing successful customer experience strategy and design. They drive deep understanding of your customers by deconstructing their unique journey into discreet steps that illustrate key moments of truth, delight, and pain with your brand.

TTEC’s CX Journey Mapping and CX transformation solutions provide the canvas for orchestrating the specific capabilities needed to realise the future-state CX vision across people, channels, process and technology.


Free Strategy Guide

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Understanding the Customer Journey Every Step of the Way