10 May 2022

As service designers we do love our tried-and-proven customer journeys. However, they have one big limitation: they only offer a zoomed-in picture of the customer lifecycle. Meanwhile, organisations increasingly want to measure customer experience (CX), create an overview, and manage CX efforts across the entire customer lifecycle. In this article we explore how a new category of CX management tools are rapidly evolving to tackle exactly those challenges.

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