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Universal Containers is at the start of a digital transformation program. Members of the executive leadership team have provided a list of internal and external stakeholders who are dedicated to formulating the vision and desired business outcomes in a 2-day workshop. The executive leadership team hasmade the request to understand what the customer experience will look like out of this workshop. What should a Solution Architect do to help formulate the high-level business vision and desired business outcomes?
Correct Answer: A
journey mapping is a process that helps understand and improve the customer experience across different touchpoints and channels. Journey mapping can help formulatethe high-level business vision and desired business outcomes by: Identifying the customer segments, personas, needs, goals, and pain points Mapping out the current state of the customer journey across different stages and channels Analyzing the gaps,opportunities, and risks in the current state Envisioning the future state of the customer journey that meets or exceeds customer expectations Aligning the future state with the business objectives, value proposition, and success metrics Prioritizing and planning the initiatives and solutions that will enable the future state https://trailhead.salesforce.com/credentials/architectoverview