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Research Report

Driving Customer Loyalty through Outcome-Based Customer Journey Mapping and VOC

Companies can find value in drawing parallels between personal experiences and their professional journeys. Such was the case for Hewlett Packard Enterprise (HPE), an information technology company, looking to build a deeper connection with their customers. 

During their session, “Driving Customer Loyalty Through Outcome-Based Customer Journey Mapping and VOC,” Percy Rose and Susana Esteban, customer experience and customer success leaders at HPE, discussed how HPE enhanced customer loyalty through outcome-based journey mapping and direct customer engagement.

Authored By:

Hannah Yoon

Data Journalist, TSIA

Publish Date: September 29, 2023

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