You’ll be assigned a customer, journey step and communication method.

Identify best practices for guiding your assigned customer through the purchase process in a way that meets the five expectations:

• Personalized Experiences
• Transparency
• Simplicity
• Control
• Seamlessness

Look for potential areas of friction and brainstorm ways to proactively prevent it. Consider how to make multimedia, multichannel approaches Seamless in your scenario.

Fine-tune best practices and create a 2- to 3-minute presentation to share with the larger group in the next module.

Select representatives to share your scenario (as Sales Consultant and customer).