Redefine the Customer Journey for a Digital World
How to improve digital experience and keep your customer engaged
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