CUSTOMER JOURNEY TO NOWHERE: THE FUNNY SIDE OF CUSTOMER ENGAGEMENT

New technology gives us the ability to deliver more consistent and creative customer experiences than ever before. So why does customer engagement so often fall flat? Many brands still follow a Mad Men-era playbook that can create even greater distance between brands and customers.

We’ve all felt the pain of customer engagement that doesn’t work — customer journeys that break, consumer data without insight, attempts at personalization that misfire. A sense of humor can help us probe those pain points and explore how to become better marketers.