Customer Journey Mapping (CJM)
A strategic exercise that visually represents the entire sequence of steps, interactions, and emotions a customer experiences when engaging with a company, used to identify critical communication touchpoints for CCM optimization.
Why this matters for Enterprise Architecture
In the context of modern Digital Experience Platforms (DXP), understanding Customer Journey Mapping (CJM) is critical for architects migrating from legacy monoliths. Effective implementation of Customer Journey Mapping (CJM) strategies can significantly reduce technical debt and improve time-to-market for regulated communications.