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Improve Customer Journey Mapping in Financial Services

During uncertain times, it is crucial that financial services leaders revisit and reassess their business strategies to ensure meaningful and exceptional customer experiences that drive long-term success. This process involves effective and proactive customer journey mapping.

“Customer journey mapping is vital to addressing customer pain points, but can often lack productive direction. This research helps financial services leaders who are responsible for customer experience prioritize their mapping efforts on the customer journeys that most affect the relationship.”

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Gartner, Improve Customer Journey Mapping in Financial Services, Gartner Financial Services Business Leader Research Team, 12 December 2023.
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