seamless experience for customers is essential. The rise of new tools is making it easier to create flexible customer journeys where customers get relevant information per step or phase. Make the most of measuring customer behavior for the continuous improvement of the omni-channel customer journey. Put customers first instead of campaigns – often your own campaigns compete with one another and keep retargeting customers that have already bought your product or service in another campaign. Use marketing automation to manage and improve your customer journeys (make sure you have great content in place before you automate!).