In the age of connected digital experiences, the practice of customer journey mapping has quickly become ineffective. Today, customer journeys require intelligent design and dynamic management, based on real-time data.
However, this level of connection and engagement can only be delivered with the support of a robust suite of tools that can reliably inform organization-wide decision-making.
Between July and August 2024, CX Network partnered with Alterian to conduct research into the trends, challenges and opportunities that exist around journey management at present.
Based on the results of that research, The state of customer journey success 2024-2025 presents a snapshot the greatest challenges practitioners face when implementing and managing successful customer journeys; the roadblocks that prevent practitioners from delivering the best customer experiences; and the metrics most commonly used to measure success.
Furthermore, the results build on similar research conducted by CX Network and Alterian in 2023, to give readers an understanding of how journey management has progressed year-on-year.
Download this report to discover:
- How to overcome the biggest roadblocks that prevent CX practitioners from actioning the best customer experience.
- Top tips to help prove the ROI of customer journey experience to executive teams.
- The outlook for journey management in 2025 – and the role AI is likely to play.