How Channels Devices and Touchpoints Impact the Customer Journey

How Channels, Devices, and Touchpoints Impact the Customer Journey
How Channels, Devices, and Touchpoints Impact the Customer Journey

In recent years, as new devices such as smartphones, smartwatches and tablets have entered the market, new interaction types between customers and organizations have also emerged. People are no longer constrained to the telephone, mail, or the web; nowadays, they can engage with an organization in many other ways, including:

  • Mobile web
  • Mobile or tablet applications
  • Smartwatch apps
  • Live chat
  • Kiosks
  • Email
  • Instant messaging
  • Social-networking pages

For this reason, customer journeys are much more dynamic and interconnected than ever before. Today’s organizations must go beyond the business-as-usual mindset, in order to provide strategic solutions that meet the needs of their connected customers.

To create an effective omnichannel UX strategy, companies...






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How Channels, Devices, and Touchpoints Impact the Customer Journey | Scrolling and Attention

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