The should be about and , to create . The challenge is to change the culture and engagement paradigm!
The customer journey can be single channel or multi-channel. It doesn't mater. It's the customer's journey!
A4. Just saw the example of who have embraced the strategy. does this well too. Doesn't matter if I'm in retail store, on web or mobile. Seamless & consistent.
Drew Neisser 4
Overheard in the influencer lounge: "why are we distinguishing multichannel journey from THE customer journey?" Heads nodded.
I'd love to see some actual examples of this, not just high-level recommendations. Any case studies out there?