LATEST INTELLIGENCE

Empathy in action .

Building a customer journey management strategy for authentic connections .

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Choose your own adventure .

You ’ re in the market for a new laptop . You can :

A . Order from a popular online retailer . B . Visit a cutting-edge electronics store .

Adventure A

You decide to browse through the online retailer ’ s website . It ’ s incredibly user-friendly , with clear categories that make finding the laptop you want a breeze . Each product comes with detailed specifications and customer reviews , helping you make an informed decision . The website also offers a secure checkout process with various payment options and speedy shipping . You receive realtime updates on your order ’ s progress and can track it until it reaches your doorstep . If any issues arise , their responsive customer support team is just a click away , providing prompt assistance via live chat or email . This digital experience offers convenience , efficiency , and a hassle-free way to purchase products from the comfort of your home . Not bad ! its own digital display with detailed information , including videos and demos . A mobile app offers personalized recommendations based on your preferences and browsing history . After finding the perfect laptop , you scan its QR code using the app , add it to your virtual cart , and complete the purchase digitally . But that ’ s not the end of your journey . You stay connected with the store by participating in their digital events , where you learn about emerging technologies and attend live product demonstrations . x

Adventure B

You enter the store and are greeted by interactive screens showcasing the latest tech innovations and their features . Each laptop has

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