Customer journey mapping is at the heart of digital transformation
Digital technologies such as analytics, mobility, social networks, cloud computing and the Internet of Things are making old ways of working redundant and forcing companies to transform. According to Raman Sapra, global head of Dellâ€™s digital business services, the best way to leverage digital is to take a comprehensive rather than a piecemeal approach. And a key tool to achieve this is customer journey mapping, where powerful new data collection and analytics tools are helping to provide deeper insights to fuel performance.
In this short whitepaper, experts from Wharton and Dell examine how this mapping is at the heart of digital transformation.