Redefine the Customer Journey for a Digital World

Customer journeys are changing. The customer is not only driving the decision on when and how interactions are made, they are also demanding a more personalized experience.

In a recent article, CMS Wire columnist John Zimmerman outlined a vision of a digital experience platform that delivers “individualized content presentation for each customer interaction.”

To achieve this vision, organizations need a better way of engaging with the customer. This white paper provides and enhanced understanding of the customer’s journey, one that is an infinite engagement rather than a linear process.

Key takeaways of the white paper:

• Key perspectives of the customer journey



  
• The five layers of engagement

  
• Ways to orchestrate an exceptional digital experience