Which two descriptions of the customer journey are true?

Which two descriptions of the customer journey are true?
A . It is an IT-centric view of their business needs.
B . The customer journey has eight phases to deliver business outcomes.
C . It starts with the customer’s technology vision.
D . It spans the spectrum from business vision to value realization.
E . It spans the spectrum from business vision to value realization.

View Answer

Answer: DE

Explanation:

The customer journey is a business-focused view of how the customer sees their business and what is relevant to them. The customer journey spans the spectrum from business vision to business value realization. Cisco commonly starts its engagement in the business capabilities and solutions phase of the customer journey. Business architecture is the motivation for Cisco Business Architects to begin their engagement in the first phases of the customer journey. An early engagement enables the Cisco Business Architect to gain a more thorough understanding of the business and the customer. The value of being engaged early in the customer journey is that it helps the Cisco Business Architect to bridge the gap between the business needs and the resulting technical solutions and outcomes.

The Cisco Business Architect focuses on the business to instantiate new business capabilities and the opportunity for engagement. Business capabilities consist of people, process, and technology. Technical capabilities are needed to allow for the transformation and creation of a business capability. Business-led engagements are aligned with business capabilities and solutions instead of focusing on technical products and solutions.