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What you can do with the tool:
• Extend the Customer Journey Map by including supporting technologies, data and customer interactions
for each phase of the journey.
• Address key issues in the development of new products or services, such as whether a service covers all
customer needs and all pains have been removed.
• Visualize the interactions with a customer on different levels (e.g. frontstage, backstage, supporting
• Define key performance indicators (KPIs) in terms of quality and time of interactions.
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