Great companies aspire to deliver an exceptional end-to-end customer experience. But that is much easier said than done.

If your company is feeling pressure to close customer experience gaps, you’re certainly not alone. Gartner research found that more than 66% of companies see themselves as competing on customer experience—more than double the percentage in 2010. 

But, customers see companies falling short on customer experience. Recent research finds 54% of buyers believe companies treat customer service as an afterthought.

Related: The Ultimate Guide to End-to-End Content

If you’re ready to meet or exceed your customers’ expectations (and your desired bottom line), then you’re ready to define the customer experience journey more completely. To help you start, we’re sharing a useful worksheet and template for defining the customer journey and mapping content needs to it. 

To access this content, log in if you’re a subscriber, or you can become a subscriber here.

The Author

Content Science partners with the world’s leading organizations to close the content gap in digital business. We bring together the complete capabilities you need to transform or scale your content approach. Through proprietary data, smart strategy, expert consulting, creative production, and one-of-a-kind products like ContentWRX and Content Science Academy, we turn insight into impact. Don’t simply compete on content. Win.

This article is about



We invite you to share your perspective in a constructive way. To comment, please sign in or register. Our moderating team will review all comments and may edit them for clarity. Our team also may delete comments that are off-topic or disrespectful. All postings become the property of
Content Science Review.

Events, Resources, + More

The Ultimate Guide to End-to-End Content

Discover why + how an end-to-end approach is critical in the age of AI with this comprehensive white paper.

The Content Advantage Book

Learn more about the much-anticipated third edition of the highly rated book by Colleen Jones. Preorder the electronic version.

Webinar: Taxonomy + Tagging for Content

Make your content easy to find, share, personalize, and reuse with more effective planning and implementation of taxonomy.

20 Signs of a Content Problem in a High-Stakes Initiative

Use this white paper to diagnose the problem so you can achieve the right solution faster.

Workshop: Are You Ready for AI?

Is your organization really ready for AI at scale? Let the Content Science team guide your leaders through assessing 4 areas of readiness.

Upskill with Content Science Academy

Training for modern content roles through on-demand certifications + courses or live workshops.