You should begin by mapping every step of your current customer journey. Doing this enables you to visualize the full extent of your customer touchpoints and interactions. You’ll be able to define the flow of your customer journey and spot areas for improvement.
Next, you need to gather data that will help you pinpoint pain points and gaps in your customer experience. Use this data to decide what you goals want to achieve with your customer journey management efforts. Then you should implement the right technology, such as customer journey analytics tools, to track and analyze future interactions in real time.
Lastly, you should focus on fostering a customer-centric culture within your organization. This means ensuring your employees have the data, tools and support they need to serve your customers. By providing these things, you can better ensure that everyone is aligned with your customer journey goals.