The paper is produced by Knowledge@Wharton (the online business journal of The Wharton School of the University of Pennsylvania).
In this paper, experts examine how Customer Journey mapping is at the heart of digital transformation.
In it, you will learn about:
• Value propositions
• Mapping process
• Return on investment
• Defining customer touchpoints and ecosystem
• Selecting the journey stage
• Choosing the persona(s)
• Mapping the journey by persona
• Validating your map