An experience-led consumer journey goes beyond selling, e-commerce and omnichannel. It begins with Trust. Business only thrives when customers’ trust is earned! An experience-led consumer journey is no small feat – It requires a consumer-centered view of the entire business, from content marketing, call centre, supply chain, operating model and a technology ecosystem powered by real-time consumer data. Highlighted below are the areas in customer journey that must be reinforced in order to build Trust with customers:
