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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 […]

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Brenda M. Michelson

Brenda Michelson

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