The Customer Journey mapping process will spotlight organizational gaps, help you figure out where you need help and reveal growth and retention strategies you could never have discovered any other way. Gartner predicts that by 2020
customers will manage 85 percent of their relationships with an enterprise without interacting with a human. Understanding that journey is more important than it’s ever been. Give the process the respect it deserves. It’s time and resource intensive, and corners just can’t be cut. But it’s the best way to put your company on the map.