How to Craft a Seamless Customer Journey | Dan Gingiss | Engati Engage

Dan Gingiss on Video

Crafting a Seamless Customer Journey

This section will contain a quick summary of our interview with Dan. But, if you’d rather hear him yourself, we have our Spotify podcast embedded below.

What is the one factor that most businesses fail to take into account while crafting customer experiences?

Businesses are building experiences for their customers, but not taking their input into consideration.

Would you say that the desire to create decent customer experiences is actually what’s keeping businesses away from their potential to create great customer experiences?

Dan agrees with this. He says that we need to get the basics right; and then move on to creating great experiences.

What is a digital experience for customers? What are the digital touchpoints that warrant the most attention?

One of the challenges with CX is that if any of the touchpoints fail, the entire experience may fail.

Make it easier for them to find what they are looking for

You should also look at what people are searching for on your site.

How is AI and modern technology in general, helping businesses create better experiences and provide better service?

We have way too much data today to crunch it all in our brains.

How are brands leveraging video marketing? Is it still in an adolescent stage?

Video marketing is still early for most companies.

Are there any other thoughts that you’d like to leave our audience with?

The hardest thing to do is to look at the entire customer journey, from a macro view. The entire journey, across departments.

Help your customers find what they’re looking for

Dan says that we should make it easier for our customers to find what they’re looking for. Answer their queries as fast as possible and provide them with an amazing experience.

Crafting Customer Journeys- A Spotify Podcast

Engati Engage

We hope you’ve learned a lot about the fine art of creating a seamless customer journey in this interview with Dan Gingiss. Engati Engage will be back with a new expert in a new episode soon. Stay tuned.

Find Dan Gingiss

Dan Gingiss is an absolute genius when it comes to customer experience. You should definitely follow him on LinkedIn and Twitter to gain more insights on crafting seamless customer experiences.

More from Engati Engage

Now that you’ve learnt how to craft a seamless customer journey, its time to see how you can pull AI into your CX strategy. Check out our interview with CX guru, Adrian Swinscoe on the AI Experience.



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