Searched over 200M research papers for "customer journey"
10 papers analyzed
These studies suggest that the customer journey involves multiple interactions across channels, is crucial for service management and design, and can be optimized through mapping, personalization, and strategic planning.
20 papers analyzed
The concept of the customer journey has gained significant attention in recent years as businesses strive to understand complex customer behaviors and enhance customer experiences. This research synthesis aims to consolidate key insights from multiple studies on the customer journey, focusing on its various dimensions, methodologies, and implications for businesses.
Customer Experience and Touchpoints
Technological and Multichannel Influence
Social and Behavioral Aspects
Service Quality and Customer Journey Analysis
Challenges and Future Directions
The customer journey is a multifaceted concept that encompasses various touchpoints, channels, and social influences. Businesses must adopt a comprehensive approach to understand and enhance customer experiences, leveraging tools like CJM and CJA. Future research should focus on addressing gaps in the literature and exploring the dynamic, goal-oriented nature of customer journeys to better serve customers' needs and expectations.
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