Closing the Gap Episode 6: Understanding the customer journey

In the sixth episode of the Closing the Gap series, produced by BrandHook in partnership with CMO, Pip Stocks talks to CEO of Publicis Australia, Andrew Baxter, on how to truly streamline the customer journey. Customer experience mapping was very popular in the '90s but since the digital revolution, businesses are finding it hard to work through the myriad of channels that consumers interact with. In this podcast, the pair talk discuss ways to streamline that chaos. The 11-part Closing the Gap podcast series brings to life issues that most marketers are now facing – the gap between how consumers are behaving and what business is delivering. Over the series, we’ll explore the seven key ways consumer behaviour has changed and what it means for marketers.

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