%0 Journal Article %J Technology Innovation Management Review %D 2021 %T How Can Firms Effectively Use Technology in Customer Journey Management %A William Boscardini Helouani %K customer experience %K customer journey %K digital transformation %K Managerial Requirements %K Technology Drivers %X Customer 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. %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 11 %P 32-47 %8 10/2021 %G eng %U timreview.ca/article/1455 %N 7/8 %1 Sao Paulo School of Business Administration William Boscardini Helouani, Lic.Sc.(Tech.) is the Latin America IT Director for Customer Experience at Electrolux. He has more than 15 years of working experience in the manufacturing industry in different digital areas, including IT, product, marketing, and e-commerce. Pursuing an M.Sc degree at Sao Paulo School of Business Administration (FGV EAESP), he researches the impact of companies' IT capabilities on the Customer Experience. %& 32 %R http://doi.org/10.22215/timreview/1455