Instilling an effective and comprehensive customer journey can be extremely nuanced. Ensuring that the overarching experience leads to bottom-line growth and cost reduction is even more difficult.

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Strategic Roadmap for Customer Service Journey Management

Instilling an effective and comprehensive customer journey can be extremely nuanced. Ensuring that the overarching experience leads to bottom-line growth and cost reduction is even more difficult.

Get complimentary access to the research to learn more about how to:

“Make the case to service teams, your CFO and cross-functional peers for the ongoing improvement of customer service journeys through a management discipline by highlighting the potential to improve business objectives related to growth, cost reduction and CX improvement.”
“Recruit customer journey managers to lead cross-channel, cross-functional teams that analyze, map, develop, and continuously improve service and support journeys.”
“Develop a roadmap for larger transformation by considering two elements: (1) investments in technology, channels and data capabilities, and (2) the potential to scale the journey management discipline to across0functional efforts spanning the end-to-end customer life cycle.”

Read the report to learn how, with the support of customer service and support leaders, this roadmap can drive continuous improvement across the entirety of the customer journey.

Gartner, 2024 Strategic Roadmap for Customer Service Journey Management, Christopher Sladdin, Daniel O’Sullivan, 13 September 2024