Then End of Ad-Hoc, Subjective Customer Journeys
It's 2020 and most customer experiences are still one-size-fits-all, random, and subjective messes.
It doesn't have to be this way. The data is available for you to track patterns, understand what is working, when a customer is on-track or off-track for the outcomes you desire.
The experiences you deliver can and should be tailored by what improves the experience for your customers and your bottom-line.