Organizational Alignment Around Customer Journeys is Integral to CX Success, According to New Report
Pointillist®, an award-winning provider of customer journey management software, identified that the most effective, high-performing teams align their organization around journeys to manage, measure and improve customer experience (CX). In its 2021 State of Customer Journey Management and CX Measurement report, Pointillist surveyed over 1,150 CX, analytics, customer service and marketing professionals from various industries worldwide to discover what separates leaders in customer experience from laggards.
"Over the past few years, we've seen companies embrace new roles, like Journey Owner, to break down traditional organizational silos and realign their organization around their customer," said Steve Offsey, VP of Marketing at Pointillist. "This year's survey confirmed that companies that organize around customer journeys and adopt a journey-based approach to measure and optimize CX are more likely to achieve their CX and business goals. Customer-centric companies can use this year's report to benchmark their journey management maturity and develop a strategy for improvement."
The 35 page report organizes the data around 5 major findings:
To download the full report, visit: The State of Customer Journey Management and CX Measurement in 2021
Pointillist's award-winning customer journey management platform enables organizations to deliver frictionless, connected and personalized experiences. By measuring, monitoring and orchestrating customer journeys, Pointillist solutions optimize CX and improve digital containment, contact center performance, escalation management and more. Customer-centric organizations such as Citigroup and Comcast (News - Alert) rely on Pointillist to improve customer experience and business outcomes. Pointillist is headquartered in Boston, Massachusetts and located on the web at www.pointillist.com and on Twitter, LinkedIn and Facebook.