while many organiaztions will profess to be more " customer - centric " in 2015,
our reserch found that only 25% of companies have a fully-mapped customer journey.
that means without that journey you are guessing - rather then knowing - what your customers are doing, thinking, and feeling.
And digital is a key focus of your strategy - you need an even deeper understanding of how different digital touchpoints impact the journey.
Get started by creating a simple digital customer journey map - the follow up quickly with-basedd reserch to confirm and refine the map.