elemental links

brenda michelson: technology intersected

  • Blog
  • About
  • Services
  • Archives

Digital crisscross

August 5, 2014 By brenda michelson

Customer journeys are complex and crisscross the organization. Even simple-seeming tasks, such as browsing or buying, often involve several steps, each touching a different part of the business. A customer may go online, compare products, scan a bar code, search, and call an agent. Designing a consistently positive, rewarding experience across all those touchpoints takes system-wide thinking and an integrated service-delivery approach. Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment,

via The Rebirth of the CMO – Peter Dahlstrom, Chris Davis, Fabian Hieronimus, and Marc Singer – Harvard Business Review

[Imported from Tumblr on March 16, 2015]

Share this:

  • Click to share on Twitter (Opens in new window)
  • Click to share on Facebook (Opens in new window)
  • Click to share on LinkedIn (Opens in new window)
  • Click to email this to a friend (Opens in new window)

Filed Under: links Tagged With: digital, el, systems


Brenda M. Michelson

Brenda Michelson

Technology Architect.

Trusted Advisor.

(BIO) (services)

  • Email
  • LinkedIn
  • RSS
  • Twitter

Recent Posts

  • Experts Sketch
  • PEW Research: Tech Saturation, Well-Being and (my) Remedies
  • technology knowledge premise
  • The Curse of Knowledge
  • better problems and technology knowledge transfer

Recent Tweets

  • Spilled coffee flows to highest potential idea, right? January 17, 2021 4:21 pm
  • World’s oldest painting of animals discovered in an Indonesian cave | New Scientist https://t.co/V7VVsjQdOa January 16, 2021 2:29 pm
  • Public office isn’t a prize, it’s a responsibility. January 8, 2021 4:37 pm

Contact Brenda

Have a question? Want to work together? Reach out via your preferred mode:
  • Email
  • LinkedIn
  • RSS
  • Twitter
© 2004-2021 Elemental Links, Inc.
loading Cancel
Post was not sent - check your email addresses!
Email check failed, please try again
Sorry, your blog cannot share posts by email.