<?xml version="1.0" encoding="UTF-8"?><xml><records><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">William Boscardini Helouani</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">How Can Firms Effectively Use Technology in Customer Journey Management</style></title><secondary-title><style face="normal" font="default" size="100%">Technology Innovation Management Review</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">customer experience</style></keyword><keyword><style  face="normal" font="default" size="100%">customer journey</style></keyword><keyword><style  face="normal" font="default" size="100%">digital transformation</style></keyword><keyword><style  face="normal" font="default" size="100%">Managerial Requirements</style></keyword><keyword><style  face="normal" font="default" size="100%">Technology Drivers</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2021</style></year><pub-dates><date><style  face="normal" font="default" size="100%">10/2021</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">timreview.ca/article/1455</style></url></web-urls></urls><publisher><style face="normal" font="default" size="100%">Talent First Network</style></publisher><pub-location><style face="normal" font="default" size="100%">Ottawa</style></pub-location><volume><style face="normal" font="default" size="100%">11</style></volume><pages><style face="normal" font="default" size="100%">32-47</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">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.</style></abstract><issue><style face="normal" font="default" size="100%">7/8</style></issue><custom1><style face="normal" font="default" size="100%">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.</style></custom1><section><style face="normal" font="default" size="100%">32</style></section></record></records></xml>