Most enterprises are under pressure to raise revenue and optimize costs, and are looking for a boost from digital to help them reach these goals. Digital enables the opportunity to acquire new customers through better user experiences and new business models, products, and services. Great customer experiences also help retain existing customers. The cost of acquiring a new customer is conservatively 4 to 10 times the cost of retaining an existing customer; failing to please customers is a mistake enterprises can’t afford to make.
This research note overviews how enterprises can leverage Customer Journey Maps to improve their customer experience and accelerate their digital transformation.