Navigate the world of customer journeys

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Understanding the customer journey across all touchpoints and channels is a critical element of experience-driven transformation. The right approach enables enterprises to proactively identify changes that will improve the customer and employee experience.

Personas and journey maps are essential in transforming through an experience lens. Consider the following areas:

  • People and personas: evaluate the goals, needs, and desires of a group by considering existing and future experiences
  • Models and maps: create a map of the actual user experience by collecting, displaying, and analyzing data
  • Data and analytics: map a future journey that you can share and work on with multiple parties across locations

Aragon Research, an independent research and advisory firm, predicts that by 2021, 90% of enterprises will significantly improve their customer journeys to compete effectively and tap into new revenue opportunities.

Genpact is a leader in experience-driven transformation

Read the Aragon Research Tech Spectrum for Customer Journey Mapping, 2019.

Download Report

The latest report from Aragon Research splits customer journey mapping providers into three groups:

  • Leaders
  • Contenders
  • Promising

As part of the leaders’ category, Genpact is in pole position to support your organization. Download the report to find out more.