Digital Customer Journey Mapping: Touchpoint Optimization for Enhanced Customer Experience

@article{1716692,
      author = {Dr. Madhuri Girish Shete, Nisha Singh},
      title = {Digital Customer Journey Mapping: Touchpoint Optimization for Enhanced Customer Experience},
      journal = {Iconic Research And Engineering Journals},
      year = {2025},
      volume = {8},
      number = {10},
      pages = {1833-1844},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1716692.pdf},
      abstract = {Digital customer journey mapping has emerged as a critical strategic framework for enhancing customer experience in the digital age. This research examines touchpoint optimization strategies, measurement frameworks, and best practices across industries from 2020-2022. Based on analysis of data from over 2,500 organizations and recent industry studies, this study reveals that 89% of businesses are expected to compete primarily on customer experience by 2023, with companies leading in CX growing revenue 80% faster than competitors. The research demonstrates that optimized touchpoints can reduce customer churn by 25% and increase satisfaction by 20%. This comprehensive analysis provides actionable insights for organizations seeking to implement effective digital customer journey mapping strategies and optimize touchpoints for superior customer experience outcomes.},
      keywords = {Digital Customer Journey, Touchpoint Optimization, Customer Experience, Journey Mapping, Digital Transformation},
      month = {April},
      doi = {https://doi.org/10.64388/IREV8I10-1716692}
  }