A Guide to Designing and Optimising Customer Journeys

Four in five brands expect to compete primarily on the strength of their customer experiences. That’s led to CX being a priority, which is a good thing. Unfortunately, it’s also inspired a lot of short-term thinking and short-sighted strategies.
Shortcuts, in a word.

Great customer experiences build brands. But they don’t just happen. They’re
crafted with intent, informed by data, and executed by people for people. That’s where journey design and optimisation come in.

The difference between sector leaders and flash-in-the-pan brands boils down to how the business – as a whole, not just the marketing team – views, builds and maintains customer experiences.

Check out TapCXM's latest report!