Customer engagement is changing.
What is a Customer Journey?
As the world moves towards a model where most transactions and relationships are managed remotely, businesses need to define processes and capture the points of engagement with their clients in order to deliver real value. This is more important now than ever before.
The role of the website has moved from being a simple placeholder to being a strategic platform for business. Critically, it along with outbound email campaigns and social media form a platform where business communicates and touches its audiences. Communicating with clients on the platform they prefer is especially relevant in today’s environment, where the boundaries between work and home are now blurred.
The move to increased purchasing over the web has exploded during the lockdown. While many retailers have closed their physical doors, they’ve reshaped their customer service model to focus on the growth of online sales.