Aligning Your Customers’ Success With Customer Journeys and a Customer Capability Maturity Framework

Michael Allenson is the Founder of Empact Partners, a Customer Journey and Maturity Framework advisory firm. Michael has worked with over 50 companies to build customer journeys and has built nearly 20 customer capability maturity frameworks. In this guide, Michael walks through creating a customer journey map, as well as building a customer capability maturity framework. Each of these activities helps organizations better align their success with the success of their customers, leading to accelerated growth, lower attrition, and long-term customer loyalty.