Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum.
This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience. In this webinar, you will learn:
- The future of customer behavior and experience
- Concrete actions to reshape your customer maps into continuums
- How to factor new societal changes and customer behaviors into new continuum design
- What is an omni-channel experience and how does it set the standard for CX
Thursday August 13, 2020 11AM PDT, 2PM EST, 6PM GMT