Rapid digital adoption is shifting customer behavior, making journey mapping more important than ever.
Your customer’s journey is changing rapidly with digital and self-service dominating customer interactions.
Long-established shopping habits are shifting online:
- Customers are quickly adopting new technologies and tools.
- They are following different pathways to accomplish their goals.
- They have new expectations for service and support along the way.
Customer behaviors, and the way you respond to them, have changed. Although some behaviors might revert, many of those changes will be long-lasting.
Journey mapping is a tool to help you understand their new and changing journeys across digital, in-person, mobile—or the ultimate understanding—their entire journey of combined touchpoints and channels.
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