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Industry Insights

White Paper: The Value of Customer Journey Mapping

We share the importance of customer journey mapping and how organizations can get a better understanding of customer experience through this exercise.


  1. Who this paper is for
  2. What readers will gain from reading this paper
  3. What is customer journey mapping?
  4.  Where does customer journey mapping start and end?
  5.  How do you map customer journeys?
  6. Measuring customer interaction points
  7. Limitations of the traditional approach to customer journey mapping
  8. New approaches using technology to map customer journeys
  9. Analyzing the data
  10. The value of customer journey mapping
  11. Conclusion