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We are dealing with(in) strange times. Everyone is talking about the new normal… but what does this mean? It is not just how we work and the #NewWork hype. Already last year (or maybe longer) many of us have had the feeling that things are changing.

The customer journey madness

Companies define the customer journey as “journey maps”, other rename campaign solutions to journey solutions. In truth the customer defines the journey which means that it is the “customer managed journey” and not the “managed customer journey”.

Customer Experience & Digital Transformation