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Enhancing Customer Experience through Improved
April 13 - April 15
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.