OneMagnify and CX Today teamed up to develop this article on customer journey mapping in the consumer-packaged goods (CPG) industry.

This vertical is experiencing rapid shifts due to intense competition and evolving customer preferences—what they buy, where they buy it, and how they buy it. Learn how organizations use journey mapping to shape their business strategies, gain a competitive edge, and maximize the lifetime value of their customers.

“We recommend that all organizations engage in a cross-functional journey mapping exercise, regardless of size or industry," states Robyn Tambe, Strategy Manager at OneMagnify. “These initiatives extend beyond documenting the current customer experience, and the insights gained should shape your business strategy and improve future customer interactions.”