The Customer Journey in the Age of Distraction

IMI Insights

15th Oct 2019

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The Customer Journey in the Age of Distraction

What is the CEO’s role when it comes to the customer journey?

Customers are distracted. Too much noise and too much information, it’s getting harder for organisation’s to provide a smooth customer experience in this age of distraction. For CEOs, this requires a whole re-imagining of their own role that brings them away from spreadsheets and back into the customer’s world.

In these IMI Insights, we explore the changing role of the CEO within the customer journey, and how the customer journey itself is evolving. We find out why individual touch-points are no longer a good measurement for looking at the customer journey as a whole, and explore advice on how to begin re-orientating your company towards its most important stakeholder – the customer.