Understanding of the customer journey, gathered from primarily disparate internal systems and processes, is often incomplete and fails to cover the breadth of the actual steps in the customer journey.
Goals and Objectives
The customer journey includes a number of steps both with and separately from the brand, and it is crucial for the brand to understand the breadth and complexity of the customer journey to provide the optimal customer experience.
Data management systems, analytics, CRM, artificial intelligence, and other technologies and services to track customer activities and touch points across the enterprise
Use Case Summary
Provide an integrated view of the direct interaction aspects of the customer journey and the ability to integrate external data about actions outside direct interactions, such as comments on social media, into the brand understanding of the customer journey.