In this episode, I unpack what customer journeys are and how to use them to get a better sense of how your operation looks from the lens of a customer.

Choose the right customer segments to look at, everyone's journey does not look the same. Focus on high-impact interactions, from your perspective and from that of your customers. Use your data to add color to pain-points. Make the most of your customer journeys by taking action to close the gaps.

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