Friday, September 16, 2016

Digital is an Opportunity to Design Excellent Customer Experiences

It's easy to just "pave cow paths" when attempting digital transformation. Many organizations are just putting old transactions into a new mobile experience without considering if the customer really wants that as a customer experience. Maybe that works for the short term and buys time, but today's educated tech savvy customer wants something else. Don't get caught by your competitors designing traditional customer experiences by leveraging customer journey mapping. See this research note for some advice on customer journey mapping. If you are not into reading, please attend this webinar