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Journey Portfolio Management

#journey management

Best practice on how to uncover, organize and prioritize multiple customer journeys

This practical Methodology Guide will share some recommendations on how to manage your Journey Portfolio (otherwise known as the Journey Atlas) based on Customer Experience best practices and then practically show you how this methodology translates to how our customers use the Cemantica Journey Management platform.

What’s inside this Journey Portfolio Management Methodology Guide?

Cemantica experts cover:

the different methods and criteria to use in Journey prioritization
the concept of a Journey hierarchy (from Macro to Micro journeys)
how global organizations can use the model of universal and local journey maps
the importance of Service Blueprint in journey management to impact the organizational model and business strategy
the process of journey mapping from current state to future state across your portfolio
how to put theory into practice in the Cemantica platform with step-by-step guidance

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Why is Journey Portfolio Management important for Customer Experience?

Evolving your CX program doesn’t have to mean being overwhelmed. Each organization will have multiple journey maps as you start to build a holistic picture of the steps every customer takes when interacting with your business and the varying Customer Experience strategies you want to employ.

By organizing these multiple maps in meaningful ways through agile Journey Portfolio Management, your organization can cut through the complexity, ensure strategic alignment and keep the specifics that will work for each customer.

Move beyond working in siloes and support your Journey Management strategy moving from building individual Journey Maps to actively shaping and optimizing your path to enhance the overall experience.