Customer Journey Mapping – the heart of Digital Transformation

Digital technologies such as analytics, mobility, social networks, cloud computing and the Internet of Things are making old ways of working redundant and forcing companies to transform. According to Raman Sapra, global head of Dell’s digital business services, the best way to leverage digital is to take a comprehensive rather than a piecemeal approach. And a key tool to achieve this is customer journey mapping, where powerful new data collection and analytics tools are helping to provide deeper insights to fuel performance. In this paper, experts from Wharton and Dell examine how this mapping is at the heart of digital transformation.

 

 

Two things on this 1) if you are interested in the employee experience then this is worth looking at – there is a lot to learn from and 2) shouldn’t learning initiatives be aligned to the customer journey anyway?

   

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