![]() Let’s take a digital customer journey example to walk you through the main touchpoints. However, the digital customer journey is not limited solely to the purchasing process but extends to every customer touchpoint. It includes every single interaction that takes place online between the customer and a brand. The digital customer journey stands for the path an internet user follows when interacting with a brand. We’ll first cover the term and then explore all the challenges, opportunities, and benefits of investing in digital spaces within the CX field. To help brands start on the right foot with digitalization, our team prepared a comprehensive guide to the digital customer journey. ![]() One thing became clear to us soon enough − organisations that want to keep pace with the current trends will have to understand the needs of digital natives, who have higher demands regarding design, speed, and overall quality of digital services. Most companies quickly understood the need to embrace digital channels of communication with customers to stay relevant and competitive.Īt CXM, we have unique access to hundreds of successful and less victorious stories. Over the past two years, the digital customer journey became the backbone of a successful business.
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