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What is the digitalization of the customer journey?

Management Dictionary
Marketing, Sales and Communication

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The digitalization of the customer journey is a key concept that transforms how businesses interact with their customers. Digitalizing the journey means integrating digital technologies at every stage of the customer interaction, from product or service discovery to after-sales service, including the purchase itself. The goal is to create seamless and highly personalized customer shopping experiences, thus meeting the growing expectations of modern, connected consumers.

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Keywords

customer experience, Customer Journey, digital, engagement

Author(s)

ZAOUI Ishraf

Enseignant-chercheur en Marketing digital, Innovation & IA

Institution(s)

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Videos of the same thematic(s)

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The customer journey, as defined in the Engel, Kollat, and Blackwell model (1967), is a complex and dynamic process that emphasizes how customers make purchasing decisions at each stage and the factors that influence them. This journey is influenced by a variety of factors, including direct interactions with the brand,...

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Management Dictionary

Marketing, Sales and Communication

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