Making moments from content research paper

SDL - Customer Journey made of moments

Customers and prospects have high expectations across the customer journey - from assessment to selection andfrom purchase to support. 

When a customer journey comprises of moments, how can today's organizations make every moment matter, to create a continuous customer journey? The result of two pieces of research, our research paper explores what content customers use as they move along the customer journey, what their expectations are for that content, and what the cost of failure is for organizations. 

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