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Data journey mapping Data journey mapping

Journey Analytics Begins Where Journey Mapping Ends

The concept of a customer ‘journey’ is not new. These original ‘journeys’ were largely relegated to single channel views that reflected traditional business silos. Mobile journeys were run by the mobile team. Call center journeys were managed by...

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CX Decision Making Requires a Wider Lens

Not long ago, a travel website ran an ad that caught my attention. It starts with a lovely image of sun-dappled waves lapping softly against pristine, powdery sand – the kind of scene of which vacation dreams are made. Then, the camera pulls back...

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