“Marketing has been an accelerant. It shows the alignment.” Meredith Verdone, CMO Bank of America
A common misunderstanding of an important idea.
Do you see the X within transformation? Often we talk about digital transformation… which is not about digital, it’s about transformation. This transformation means not just using digital tools & channels, it means changing the entire business… and this in direction to the customer and his experiences with our products / services.
“We cannot solve our problems with the same thinking we user when we created them.” Albert Einstein
“Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. New technologies are empowering customers to research and shop differently. These same technologies…”
Very often I see people talking about all the buzzwords and then they start doing something “new”. In real they don’t dare to change something fundamental.
#CustomerJourney is a process and the point where someone is in his path to purchase for example. It is not a perception what a experience is more to be.
What we need is to place our marketing doing (and systems) in the right context. First of all we need to bring our small boat from a lake to the see and then we can start changing the boat to a big ship… step by step.
Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. These events have ushered in an era of digital Darwinism, where the most adaptable and resilient brands survive and thrive.
There is no single customer journey — there are myriad interactions that consumers experience on their way to final purchase.