How to Determine the Role of Social Media in Your Customer's Journey

Social media plays a critical role in the customer journey, but not always in the way organizations have planned. IT application leaders supporting the customer experience must identify whether to position social media as a destination or facilitator based on their business goals.

Publication: 
Gartner
Author: 
Sussin, Jenny; Daigler, Jason; Herschel, Gareth
Document Type: 
Research
Paywall: 
$

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