Mapping the customer journey is the top driver for digital transformation
Paul Hobcraft
NOVEMBER 22, 2016
Back in 2014 at the time of the last survey by Altimeter, only 25% of companies undergoing some form of digital transformation had mapped the customer journey, as now 88% cited CX as the driver of change and why technology was the necessary solution. With the runway for disruptive technologies still ahead (e.g., In summary.
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