The customer journey is what you make it, so make it incredible.

Blending creativity and automation helps create customer journeys that are made of timely, unique, and memorable experiences. Based on research from a global study, Econsultancy and Adobe show you why in Digital Trends — B2B Journey Management in Focus.

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Unforgettable B2B customer journeys require every moment to matter.

Real-time is the new experience standard. Customers reward brands that consistently anticipate their need for immediate, relevant content across multiple channels. Businesses must balance digital automation and human creativity to deliver exceptional experiences in the right context, at the right time.

Research by Econsultancy and Adobe highlights the impact of customer journey demand on organizations, such as how:

  • 90% of senior executives agree that customer expectations are constantly resetting to match their best omnichannel experiences.
  • Only 18% of organizations rate themselves experts at combining customer understanding and creativity to design experiences that deliver the ‘wow’ factor.
  • 62% of senior executives report their marketing organization has become more efficient but at the expense of creativity.

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Discover the trends driving customer experience in 2023 — and how you can stay one step ahead.

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