Customer Versus Business Focused Mapping Tools: Cut Through The Confusion And Connect The Dots
Blog: Forrester Business & IT Alignment
Organizations have various tools for mapping processes, systems, and experiences. However, many of these tools focus on the internal business, neglecting the customer perspective. Customer experience (CX) mapping tools are valuable resources for organizations striving for customer centricity (or in Forrester terms – Customer Obsession) and aligning business outcomes with customer outcomes. The foundation of […]
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