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Customer Journey Mapping is a well-documented practice that helps organizations understand and guide improvements in the customer experience (CX). When done effectively, it uncovers valuable insight into CX issues and opportunities, and it aligns stakeholders around a common vision.
But the traditional approach to journey mapping leaves a lot on the table. You know the story: big company excitedly embarks on a journey mapping exercise, gets a bunch of people involved, and creates a....
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