Customer experience design: Can segmenting by channel improve the customer journey?
If your business is working on experience design, the solution is unlikely to be demographic, says Hugh Wilson.
The truth hurts. But while the modern customer is channel agnostic, the majority of brands are struggling to work out how to align these multiple channels into an integrated customer experience. This issue isn’t new - but it's not getting any less painful as time passes.
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.