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Customer Journey Mapping 101: The What, Why, and How
Higher Logic
FEBRUARY 5, 2019
In 2005, Bain and Company released some staggering research : 80% of firms participating in the study said they deliver a superior experience , while only 8% of their customers agreed. This difference is called the “perception gap,” and we haven’t evolved much since 2005. This is just a brief overview of customer journey mapping.
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