How can teams ensure that their efforts to bridge gaps identified through customer journey mapping are aligned with the overall brand strategy and objectives to create a cohesive omnichannel customer experience?

Teams can ensure that their efforts to bridge gaps identified through customer journey mapping are aligned with the overall brand strategy and objectives by clearly defining the brand values and messaging that should be consistent across all channels. They should also prioritize the most critical touchpoints and areas for improvement based on customer feedback and data analysis. Regular communication and collaboration between different departments within the organization, such as marketing, sales, and customer service, are essential to ensure a cohesive omnichannel customer experience. Finally, teams should regularly measure and track key performance indicators to evaluate the impact of their efforts and make adjustments as needed to stay aligned with the brand strategy.