In what ways can companies utilize customer journey mapping to gain deeper insights into their CX strategies and identify opportunities for improvement?

Companies can utilize customer journey mapping to gain deeper insights into their CX strategies by understanding the various touchpoints and interactions customers have with their brand. This helps identify pain points and areas of friction in the customer experience that can be improved. By mapping out the customer journey, companies can also identify opportunities to enhance customer satisfaction, loyalty, and overall brand perception. Additionally, customer journey mapping can help companies prioritize resources and investments in areas that will have the biggest impact on improving the customer experience.