Customer experience and customer journeys are no longer the "nice-to-have" marketing concepts they once were. Gartner predicts that by 2018, more than 50 percent of organizations will implement significant business model changes in their efforts to improve customer experience, and 30 percent of large organizations will improve customer experience by integrating customer journey maps with business process models.
Key challenges covered in this report from Gartner include:
- Customer experience is a key initiative for most organizations, and business process people must engage and support this
- Business process professionals commonly take an inside-only view of process that ignores external customers altogether or relegates them to a single undifferentiated swimlane in diagrams
- This ignorance of customers does not enable business process approaches to improve customer experience or identify new business opportunities
Interested in learning more about how to improve your organization's customer experience through an outside-in customer data and journey mapping model? Download this Gartner report now to get started.