Journey Mapping the Digital-First Customer Experience
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Cultivating a future-proof customer journey
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Customers want a connected cross-channel journey with the least amount of friction and effort possible. They expect empathy, accessibility, and for companies to expertly anticipate their needs and customize their experiences with contextually relevant content and responses.
No two customer journeys are the same. Customers make hundreds of decisions daily that can lead them to interact with your business, and you have the power to anticipate their path, needs, and expectations in order to not only deliver exceptional experiences in the moment, but also to prepare for every future journey.
So how do you deliver exceptional CX that results in a fluid, satisfying customer journey? Differentiating from the competition is the goal, and delivering end-to-end customer journeys that not only handle but exceed expectations is the key. To better explain this, we’ve enlisted the expertise of Jeannie Walters, Jo Boswell, and Charlene Li, three leading CX thought leaders, consultants, and analysts.
With expert advice from this eBook, you’ll learn about enhancing future customer journeys, including:
Be the force behind superior customer journeys.
