@article {1455,
	title = {How Can Firms Effectively Use Technology in Customer Journey Management},
	journal = {Technology Innovation Management Review},
	volume = {11},
	year = {2021},
	month = {10/2021},
	pages = {32-47},
	publisher = {Talent First Network},
	chapter = {32},
	address = {Ottawa},
	abstract = {Customer Journey (CJ) mapping offers a view of the Customer Experience (CX) from a customer{\textquoteright}s standpoint, which acts as the first step towards a myriad of actions that can be performed to improve CX. While CJ mapping has proven to be helpful in a wide range of use cases, companies still struggle to apply technology to make it effective. This research performs a literature review to identify how IT and digital assets can be used in the CJ context, providing practical examples for organizations willing to implement a consumer-centered IT strategy. As a result, it was found that IT can be used in three primary contexts for CJ: mapping, enabling, and monitoring.},
	keywords = {customer experience, customer journey, digital transformation, Managerial Requirements, Technology Drivers},
	issn = {1927-0321},
	doi = {http://doi.org/10.22215/timreview/1455},
	url = {timreview.ca/article/1455},
	author = {William Boscardini Helouani}
}
