The Benefits of A Journey-Based Approach to CX Articles

Pointillist Benefits of Journey Based Approach July2021

The percentage of CX, marketing, analytics, and customer care professionals who agree or strongly agree that a journey-based approach has a positive impact on the following:

  • Identifying opportunities to improve CX
  • Establishing a single, unified view of the customer
  • Improving performance & results of CX initiatives
  • Aligning teams on the most important goals & metrics
  • Tracking & analyzing cross-channel experiences
  • Identifying the root causes of CX issues
  • Personalizing cross-channel experiences

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