Too many organizations believe that being customer journey-centric is possible only for multi-billion dollar companies that spend tens of millions of dollars in consulting and have analyst teams in the hundreds.
Maybe that was true a decade ago, but technology, processes, and experiences have all evolved. It’s now possible for enterprises of all sizes to get a holistic and empowered view of the customer journey.
Using a progressive approach, enterprises can gain understanding of the end-to-end customer experience to enable rapid and informed decision making and drive an outstanding customer experience.
It’s never too late to start. Wherever you are on this path, understanding what to do in order to progress will deliver returns well worth the effort. Moreover, progressing from Stage 1 to Stage 4 will transform your organization’s relationship with customers in remarkable ways.
