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Presentation: Customer journey transformation: The idea, the impact, and how to start

By Ewan Duncan
Presentation: Customer journey transformation: The idea, the impact, and how to start

When companies manage the entire customer journey–the series of interactions with a brand, vs. any single touchpoint experience–they reap significant benefits.

New analysis reveals that the entire customer journey--the series of interactions with a brand--is more important than any single touchpoint experience. Leading companies identify and effectively manage a few of the most important journeys.