Rethinking Customer Journeys for 2024

The call to prioritize “relationships” over “transactions” has become cliche in the customer experience space. The desire to focus on journeys over interactions is equally common. The ubiquity of these ambitions has not, however, been driving progress. Customer journeys remain fragmented and inefficient, imposing undue effort on customers while thwarting brands’ ability to assess sentiment, anticipate intentions, or personalize conversations. As 2024 approaches, the importance of establishing truly frictionless, personalized, predictive, and proactive journeys has never been greater. Thanks to Rethinking Customer Journeys for 2024, the roadmap to success has never been clearer. Not another “rant” about silos within the customer experience function, this program will instead reveal how to harness the power of customer data, customer-centric strategy, and AI technology to build journeys that actually yield value for customers. A particular emphasis will be on versatility, ensuring you have the framework to stay on the pulse of customer needs – and consistently reorchestrate journeys to offer experiences that are increasingly low in frustration and high in personal relevance and value.