Rethinking the Customer Journey: What if the Effortless Experience isn't for Everyone?
Jeff Kays | CX Advisor | Sharpen CX
Based on new research from Fordham University's Ahir Gopaldas and Lancaster University's Anton Sibert, we will explore the premise that everything we thought about creating "effortless experiences" is not necessarily wrong, but is very likely incomplete. Join us for an engaging conversation during which we will discuss:
- The four distinct types of customer journeys (Customer Journey Matrix)
- The ideal customer types for each journey type
- How to design ideal customer journeys for your customers