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Designing and Delivering Customer Journeys: 10 Steps to Delight

Target, orchestrate, engage

It’s the age of the empowered, omnichannel consumer. Armed with multiple devices, consumers use multiple interaction channels to engage with businesses. They even hop across touchpoints to complete a single transaction.

Hopscotch customer journey of a busy mom persona

In other words, their relationship with the business is made up of cross-touchpoint journeys. It’s no wonder then that customer journey management has become a hot topic in the C-suite and the boardroom.

  • How can a business get started on improving customer journeys?
  • What are the best practices to orchestrate memorable journeys?

Based on our experience in enabling connected omnichannel journeys for leading enterprises around the world, we have identified 10 steps for success.