case study of any fraud experience by a customer.
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Customer Journeys (often called User Journeys) or Journey Mapping is a UX methodology used to get insights into a user’s experience when interacting with an organisation’s service or product across all touch points and channels. Each of these interactions directly affects the satisfaction of the user’s needs and ultimately the user’s dedication to the brand. By using storytelling and visualisation to map out the user’s journey, valuable insights and key opportunities can be uncovered to improve future user journeys that drive conversion and ultimately profit.
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