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What’s Missing from Customer Decision Journey Work?

Customer Decision Journey mapping has never been more critical. In an era of micro-targeting, personalization, and AI solutions to make it all happen, marketers and experience designers must know how human systems operate today so they can shape the ideal for the future.

View the recording. You will learn:

  • How Customer Decision Journey studies fall short in B2C and B2B categories
  • Lessons from systems thinking to improve these studies
  • How deconstructing the human decision pathway and ecosystem of influence will help inform better strategic planning and provide better inputs to design, build, and train AI tools to deliver


Maury Giles, Partner – Brand, System & Journey Solutions Team Leader, Heart+Mind Strategies

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