Building a customer journey mapping capability
What will it take to build a customer journey mapping capability within your business?
It is predicted that, by 2018, 60% of large organisations will have their own in-house customer journey mapping (CJM) capabilities. But what are ‘CJM capabilities’? And what will it take to build CJM capabilities within your business?
Read about the ‘5Ts’ here: Building a Customer Journey Mapping Capability – lens