Digital customer journey is a series of digital interactions that guide the user to complete some sort of action, such as signing up for an account, filing a claim, or applying for a loan. Digital customer journeys can be created to replace outdated, manual and paper-based workflows, or to launch new customer-facing processes or products.
The Digital customer journey consists of four parts:
The digital customer journey is a complex process involving multiple technologies, job functions and touching upon various internal processes. But just because digital journeys are complex behind the scenes, their main goal s to simplify the process for the end customer.
Digital customer journeys can be used to improve customer experience, marketing, sales, and even internal processes. Customer expectations are growing, and digital journeys are becoming an increasingly important part of how organizations engage with customers, understand their expectations, and ultimately deliver on them.
Today, digital customer journeys are becoming an important part of organization roadmaps across industries. Some examples of digital customer journeys include: