Activation: Second Step of the Customer Journey

The video discusses the importance of understanding how your audience wants to engage with you, rather than assuming their preferences. It highlights the need for businesses to explore various platforms like social media and messaging services to facilitate customer engagement. The video emphasizes defining and managing engagement channels effectively and encourages businesses to be flexible and responsive to customer needs. Bill Carmody concludes with a reminder of the significance of engagement in the customer journey.

What new insight or understanding did you gain from this video?