How machine learning can influence the customer journey

Kristina: What does the future hold for journey mapping? What do you see replacing the tools that enable it?Glenn Pingul, VP of Scientific Marketing Strategies at Amplero: A customer journey map tells the story of a customer’s experience interacting with a company, starting with the initial contact and continuing through all interactions. It’s well suited to B2B marketing, but when you look at what enterprise B2C marketers are trying to achieve with marketing personalization, you’re talking about an entirely different degree of scale. The reality is that in a hyper-connected world, you can’t possibly develop enough journey maps to predict the infinite number of ways consumers interact with your brand, and then personalize and optimize every customer interaction as behavior dynamically changes. This is where machine learning comes in. Kristina:…


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