Why Design Moments of Serendipity? A Customer’s View of the Customer Journey

There are times when things align by chance to deliver a perfect moment; a moment of serendipity. Then there are moments that appear to happen by chance, but have actually been orchestrated. As marketers, we try to orchestrate serendipitous moments every day. For example, the proverbial “perfect message at the perfect time and place.” We […]

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