Think Steve Perry and you’re on your way to transforming customer experiences

You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences for today’s multichannel digital customer, think of Steve, since it’s all about the customer “journey” and not one particular interaction or channel. Today’s customers might research products on the web, touch and feel them in a retail store, compare alternatives on trusted review sites and online communities, look for sentiment on social networks, and eventually buy wherever…