Which techniques should be used to improve the customer journey?

The answer focuses on problem management techniques because these techniques are essential for identifying and addressing issues that may negatively impact the customer journey. By systematically analyzing and resolving problems, organizations can enhance the overall experience for customers, ensuring their needs are consistently met and any obstacles they encounter are swiftly addressed. This contributes directly to customer satisfaction and loyalty.

Incorporating problem management techniques allows organizations to take a proactive approach, rather than merely reacting to issues as they arise. This not only leads to immediate improvements but also fosters a better understanding of the root causes of customer pain points, enabling organizations to implement long-term solutions that enhance the customer journey.

The other options may contribute to the customer journey in some capacity, but they do not specifically address the core need for continual improvement and resolution of problems that directly affect customer experience in the way that applying problem management techniques does. These techniques ensure that organizations are actively working to remove barriers and improve service quality, ultimately leading to a more favorable perception among customers.