Customer Journey Mapping and the Omnichannel Experience

Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And today’s customers have high expectations, especially when it comes to getting a seamless experience. For most organizations, the challenge is to recognize that they may not have as firm a grasp of the customer journey and customer experience as they believe, especially when it comes to multichannel and omnichannel environments.


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