Five Key Attributes of Best-in-Class Customer Experience Journey Management

Customer Experience (CX) is a top priority focal point in data-driven digital business transformation. Customer-centricity is not new, of course. However, in the modern digital business context, the conversation around customer-centricity focuses on steps to measure CX, to optimize CX, and to apply design thinking around CX across the full customer journey. This focus on experience management (measurement, optimization, and design thinking) has broader application in UX (User Experience) and DX (Digital Experience). In addition, we see experience journey management being discussed and applied in other domains, such as Healthcare (Patient Experience) and Human Resources and Human Capital Management (EX: Employee Experience).