Customer Journey Map: The new digital-first CX


Over time, customer expectations have evolved and shifted toward a digital-first mindset. Today, customers prefer digital channels, and their journeys are much more complex. According to Salesforce, 80% of customers expect the same level of service regardless of where they engage. When augmenting your CX strategy, it’s crucial to understand digital preferences and the expectations on which you need to deliver.

Daunting as it may sound, you don’t have to reinvent the wheel to achieve a digital-first organization and improve customer experience. This infographic will help you understand how changing expectations impact the approach organizations take to journey orchestration, and where businesses must now influence the end-to-end journey long before the customer reaches out to an agent.

Get the facts on expectations across the customer journey, including:

  • Insight into digital touchpoints and preferred channels
  • What makes customers back out of a purchase
  • Data on how consistent service impacts customer satisfaction

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