The customer journey map: A new playbook CIOs must master

CIOs driving digital business strategy must master customer experience. That means working with marketing on a critical initiative: the customer journey map.

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The digital era has altered C-suite dynamics. Once unlikely collaborators, IT and marketing are partnering closely on new customer-facing technologies, an acknowledgment that both parties must work together to help their companies — and careers — thrive. CIOs are also huddling with CMOs and other business line leaders on “customer journey maps,” critical documents that […]
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