1、Brought to you in association withRESEARCHREPORTINSIDEHow to overcome the biggest roadblocks that prevent CX practitioners from actioning the best customer experienceTips to help prove the ROI of customer journey experience to executive teams The outlook for journey management in 2025 and the role A

2、I is likely to playDISCLAIMER:The information in this piece does not constitute as legal advice and so should not be regarded as such.THE STATE OF CUSTOMER JOURNEY SUCCESS 2024-2025Discover the latest trends and challenges in journey management and how this critical element of CX has evolved since 2

3、023 2Foreword In the age of connected digital experiences,the practice of customer journey mapping has quickly become ineffective.Today,customer journeys require intelligent design and dynamic management.This work must be based on real-time data and can only be delivered with the support of a robust

4、 suite of tools that can reliably inform organization-wide decision-making.In designing and delivering effective journeys,practitioners face many challenges,from utilizing data to understanding customer behavior.But perhaps the greatest challenge is that executive teams still struggle to understand

5、the value of the modern customer journey.Following the hugely popular research report,The state of the customer journey experience 2023-2024,CX Network has once again partnered with Alterian to research the trends,challenges and opportunities that exist around journey management at present.Building

6、on our findings from 2023,The state of customer journey success 2024-2025 looks at the adoption of key tools and techniques and crucially,how journey management has progressed year-on-year.The report is based on research conducted among our network members across the Americas,Europe,the UK and Irela