The Evolution of Customer Journey Management:

While many brands have hired chef customer officers or built customer experience departments, it’s rare to find a brand that understands the journey a customer takes when interacting with the brand, understands the customer need during any given interaction, and has the resources and capability to solve those needs as quickly and efficiently as possible.

It is this problem that customer journey management seeks to solve. This whitepaper looks at the prevalence and maturity of the application and the disciplines and technologies for success.