Do customer journey mapping activities really have to be carried our separately from customer listening (VoC)?
Customers go through a journey as they interact with various touch-points. Experience Trails mimic these journeys.
Brands are using intelligent assistants and machine learning to offer differentiated experiences & gain competitive advantage.
By correctly identifying the life-cycle stages & touch-points, brands can offer meaningful personalized experiences.
There is no substitute to getting the customer's (outside-in) view on the CX at each touch-point along their journey.