The customers digital journey with a brand is no longer a single moment in time, it consists of multiple experiences before, during and after a product or service is rendered. This session will show marketers the benefit of taking an end-to-end view of the customer journey and how to transition from product-centered individual touchpoints to customer focused experiences across channels, devices, and time.
After this session, you will be able to:
- Understand how to inventory and prioritize customer touchpoints
- Coordinate experiences with cross-functional owners
- Create a process for brainstorming customer engagement
- Develop a culture of customer journey managers