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Customer Experience Journeys: Map for Actionability. How actionable are your customerjourneymaps? One of the appeals of journeymaps is they look sexy. Yet I've noticed that many customerjourneymaps aren't really designed to get full mileage from them.
DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He educates about the transformative power of customer success to his clients. John Formica Follow @JohnFormica.
Indeed, this is evidenced in the recent survey, with 35% of customers saying positive use of technology by an organisation has led them to use that organisation again – but nearly half (a whopping 45%) say poor use of technology has made them stop using an organisation altogether.
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