The coronavirus, or COVID-19, is a continuing threat in the world for people and their businesses. At the time of writing, the pandemic has resulted in 523,163 confirmed cases of…
In a previous post we described how consumers are becoming digital first. These connected customers interact with brands in various ways, from social accounts and user forums to website navigation…
Digital, through a number of technology touchpoints is redefining how different generations interact with Brands. Consider that of a global population of 7.68 billion people, there are 5.11 billion unique…
What online and offline touchpoints should you consider to deliver excellent customer experiences? In an earlier article, we showed how journey mapping can help identify the key digital touchpoints desired…
The digital era has brought a completely new outlook on how we interpret customers’ requirements and deliver excellent experiences. It all starts with creating what we call the customer journey map. This…