A zero moment of truth shapes CX, yet many organizations don’t know they have control over it. Learn how to tackle the zero moment of truth expertly.
Customer journey maps can help organizations understand how customers navigate service experiences from beginning to end. With this insight, CX leaders can optimize for best possible engagements.
However, a customer journey map often fails to consider what happens prior to the initial contact center touchpoint. That’s a lot to leave unexplored. Take, for example, the zero moment of truth, or ZMOT. While the term may be more widely used among marketers than other CX professionals, ZMOT is important for all to understand.
What is the zero moment of truth in the customer journey?
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