CHAPTER 1: THE CUSTOMER JOURNEY
In this introductory chapter, we’ll review a key concept for DSV – the customer journey. The content includes:
• The concept of the customer journey; and
• How to design and improve customer journeys.
ITIL 4 describes a customer journey as “the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions”.
Value streams and customer journeys
Figure 1 shows the relationships between value streams and customer journeys.
Figure 1: Relationships between value streams and customer journeys1
A customer journey will always rely ...
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