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Customer journey
Customer journey mapping’s connection to customer communications
Customer journey mapping’s connection to customer communications

Many enterprises are under pressure to improve their customer experiences. 

It is becoming increasingly common for these enterprises to use customer journey mapping tools to understand the touch points a customer, prospect or employee engage with during their entire experience with the enterprise.

When enterprises go through this exercise, they are often surprised to find out just how many touch points each of these groups experience.

Scott Drager, from Customer Think, discusses the complexity of the customer journey and how it can intersect with enterprises communications strategy.

Have a read here.

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