We live in a connected consumer environment. Customers are much better informed and it gets harder to please them. You get only seconds when they decide to use an APP or not. But using more and more information technology they also leave a trail of evidence in the form of data and customer information.

Various sorts of social networks make consumers more and more interconnected.

Consumers are also increasingly connected with brands and seek to play a more participating role in their relationship with companies, stimulating companies to reconsider how to connect with consumers.

Earlier research shows that only 25% of companies working on digital transformation use customer journeys to map the customer experience whilst this is most important in a the customer-centric approach.

For your digital transformation it is essential you understand the behavior of your client and how a digital channel can play a role in improved connections: The Customer Journey.