01323nas a2200205   4500008004100000022001400041245007600055210006900131260004200200300001000242490000700252520067100259653002400930653002100954653002700975653002801002653002301030100003401053856003001087       2021                        eng d  a1927-032100aHow Can Firms Effectively Use Technology in Customer Journey Management0 aHow Can Firms Effectively Use Technology in Customer Journey Man  aOttawabTalent First Networkc10/2021  a32-470 v113 aCustomer Journey (CJ) mapping offers a view of the Customer Experience (CX) from a customer's standpoint, which acts as the first step towards a myriad of actions that can be performed to improve CX. While CJ mapping has proven to be helpful in a wide range of use cases, companies still struggle to apply technology to make it effective. This research performs a literature review to identify how IT and digital assets can be used in the CJ context, providing practical examples for organizations willing to implement a consumer-centered IT strategy. As a result, it was found that IT can be used in three primary contexts for CJ: mapping, enabling, and monitoring.10acustomer experience10acustomer journey10adigital transformation10aManagerial Requirements10aTechnology Drivers1 aHelouani, William, Boscardini  utimreview.ca/article/1455