No single tactic will deliver on the ultimate customer experience (CX) vision. Just like most matters in business, it takes the right mix of people and processes or methodologies to deliver a meaningful experience.
Customer journeys are at the core of understanding your customers, their needs or issues they may be facing so you can take action to deliver a great customer experience. Customer experience problems vary in complexity from simple to difficult, and the persistent ones are often complex because they occur over time, over channels, and fall between the cracks of organizational silos.
https://www.cmswire.com/customer-experience/why-customer-journey-mapping-journey-analytics-5-star-customer-experiences/
