Customer Journey Best Practices: Digital Customer Experience

Customer Journey Best Practices: Digital Customer Experience

Phil Winters

Description

Customers don’t buy the way we sell, and they certainly don’t think digitally! They simply go about their business in the way they see fit, using the very latest digital touchpoints to their own advantage – whether their suppliers have embraced them or not. But does the future really dictate that the successful company slavishly follow every technological fad? No – and yes. In 2015 and 2016, Phil spent 18 months conducting workshops to create Customer Journey Maps with over 3,400 representatives of diverse businesses in different industries across the globe. In this speech, he presents his insights and moments of greatest enlightenment from those workshops, for example how companies from around the world successfully integrate all kinds of digital customer interaction into their businesses.