As the digital era continues to evolve, machine learning, artificial intelligence, IoT, analytics, and other technologies are all great components to run an even more successful company. When thinking about what truly makes a company prosper, though, there is a clear and strong focus on customer loyalty and experience. Many businesses are on the hunt for a one-size-fits-all approach to a successful digital customer experience program. But when businesses truly know their customers, they also know that everyone has a unique path to purchase, distinctive buying patterns, channel preferences, and preferred engagement stages, among others. The first step to building a better digital customer experience is understanding your customers’ backgrounds and journeys to create a plan that fits the mold of what they need and want.
