Customer Journey Mapping

In the last decade, many brands have used customer experience perspectives and processes to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars.

The six essential pillars of Customer Experience: customer-centric culture, CX strategy, experience design improvement & innovation, metrics & measurement and ROI, organizational adoption & accountability, voice of the customer insight & understanding

Interestingly, the one that’s currently receiving the least amount of attention is Experience Design Improvement & Innovation. In my opinion, it’s about to rise to the top because it makes the biggest contribution to breakthrough outcomes for brands undergoing massive change.