Today’s customer is at the center of every business transaction and keeping the customer engaged has never been more vital than it is in our digital world. The customer journey is changing and to leverage that change, every company needs a better understanding of the journey; one that is an infinite engagement rather than a linear process.
Traditionally, a new customer initiates a relationship at the recommend or awareness stage and cycles through defining a need, researching a product, evaluation, making a purchase, taking a delivery, using and maintaining a product. Positive customer experience is all about removing the friction from the process. As mentioned earlier, customers increasingly expect these transactions to flawlessly transition from one digital platform to another while retaining a consistent personalized experience, with data, information, and assets moving seamlessly from one environment to another. View a Better Way to Engage – Redefining the Customer Journey for a Digital World.