For years marketers have been drawing customer journey maps. We've pieced them together like digital archaeologists, digging through siloed data in Contacts, Deals, Tickets, trying to infer the path our customers might be taking. We built complex workflows – powerful, yes, but often linear, difficult to visualize end-to-end, and rarely capturing the true, messy, multi-path reality of a customer's experience, especially across different business functions.
