Digital marketers have been talking about the promise of customer journeys for years. The vision of great customer experience has never been closer than now. Customer expectations are higher than ever and for most companies competing on customer experience has become the strategic imperative.

We’re in an era of high customer churn and competitive pressure. Telco, Media and Entertainment (TME) companies are adjusting to this reality. They’re taking a new approach to engagement and retention and competing on customer experiences. Viewers, fans and subscribers expect TME companies to provide the high-quality, digitally driven experiences and self-service options they are now familiar with from other industries across all channels, at all times.