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Resources / Methodology Guides

A-Z Glossary of Journey Management

#journey management

Journey management - the key terms you need to know

Journey Management is all about managing and optimizing customer and employee journeys in a proactive, organized and persistent manner. Because the approach involves multiple teams and stakeholders, this Methodology Guide provides an A-Z Glossary of common terms and their explanations to keep everyone aligned.

Each Cemantica Methodology Guide takes you through best practice within Customer Experience. Step-by-step, you will be able to grasp key concepts, align your organizational approach with customer experience best practice and grow your expertise.

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What is Journey Management?

Journey Management is the most powerful technique to optimize the experience - and build sustainable and profitable growth.

Moving to an intentionally designed experience is the key to building a holistic continuous improvement cycle that aligns business strategy and customer experiences.

By mapping your customer journeys, you uncover pain points, identify opportunities for improvement and gain insights that lead to a better understanding of your customer’s needs and expectations.

The data gathered from each stage of the customer’s journey can help you refine your offers, optimize your business processes and personalize your services to meet customer needs.