Don’t manage your customers’ journeys
Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information, and another way for resolving issues. In brief, everyone has a context of their own. Customer journeys are often non-linear and move across different devices. In between there very well might be some offline steps. Customer journeys are a sequence of mutual interactions or engagements towards a goal. They can, in fact, be compared to conversations, which are also not linear.