- Use data to get a full picture of your customer
- Ensure your message, experience and promise is consistent
- Successfully collaborate with teams across the organisation to deliver a seamless customer journey
- Implement the effective use of technology to connect all stages of the customer journey.
"Customer journeys have to be considered as part of a customer-centric strategy that transcends and transforms the entire organisation"
Contents
1 – Introduction
2 – Data
3 – Consistency
4 – Collaboration
5 – Technology
6 – Key takeaways
