This content originally appeared on NN/g latest articles and announcements and was authored by Kim Salazar
Summary: User journeys should be managed like products — by people and teams with specialized, journey-dedicated roles who continually research, measure, optimize, and orchestrate the experience.
Journey management is the ongoing practice of researching, measuring, optimizing, and orchestrating a customer journey to improve the customer experience for users and achieve business goals.
I think of journey management as the natural progression beyond the conventional interaction-level UX work that has been widely established across organizations over the last few decades. As digital technology became a mainstay in modern business, UX practitioners have become more and more cognizant of the broader journey-level customer experience . However, although many UXers are aware of this larger scope of experience and have dabbled in related activities like journey mapping and service blueprinting , most organizations do not dedicate resources to the design and management of customer journeys.
Why Journey Management
With smartphones and other technologies giving customers immediate and continued connection to brands, users are much more immersed in product and service experiences than ever before. The result is awareness of the broader experience among customers.
Read Full Article
This content originally appeared on NN/g latest articles and announcements and was authored by Kim Salazar
Kim Salazar | Sciencx (2021-07-18T16:00:00+00:00) The Practice of Customer-Journey Management. Retrieved from https://www.scien.cx/2021/07/18/the-practice-of-customer-journey-management/
Please log in to upload a file.
There are no updates yet.
Click the Upload button above to add an update.