How to create a customer experience journey map

From CX Dive

What is customer experience journey mapping? More importantly, why is it crucial to understanding and improving the customer experience?

In this article, CX experts – including TTEC Digital VP Martha Roman – unpack customer experience journey mapping and share their insights for getting it right. 

Among Roman’s advice, “The employee experience should really fold into the customer journey and feed directly into improving the customer experience.”

For more journey mapping strategies, check out the article in CX Dive.