CXN Live: Customer Journey Management 2022 will be focused on:

• Journey mapping: effectively visualizing existing and future state customer journeys to identify key touch points and causes of friction
• Journey analytics: measuring and monitoring the mid journey touch points that predict journey success
• Journey investment – prioritizing underperforming journeys for additional focus and investment
• Journey orchestration: leveraging journey analytics to design personalized journeys that enhance emotion
• Journey optimization: leveraging AI and automation to optimize journeys in real-time CX ROI – linking customer journey management to the bottom line.