Why customer experience falls flat, despite more tools, technology, and data?
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Moments of truth (MOTs) are critical interactions between a customer and a brand that have a significant impact on the customer experience. Marketers now create elaborate customer journey maps oriented around MOTs and other "moments that matter" in a consumer's path to purchase. However, despite having more tools, technology, and data than ever, the actual customer experience often falls flat.
Why customer experience falls flat, despite more tools, technology, and data?
Why customer experience falls flat, despite…
Why customer experience falls flat, despite more tools, technology, and data?
Moments of truth (MOTs) are critical interactions between a customer and a brand that have a significant impact on the customer experience. Marketers now create elaborate customer journey maps oriented around MOTs and other "moments that matter" in a consumer's path to purchase. However, despite having more tools, technology, and data than ever, the actual customer experience often falls flat.