Today, organisations need to take account of so much when thinking about the customer experience they want to deliver.  Not only is the channel to customers becoming more digital, but customers arebecoming more interested in how their services are delivered, whether it be ethically or environmentally.  With brands becoming more focused on loyalty, and increased revenues based on that loyalty, organisations need to be conscious of the end-to-end value chain that their customers experience.  In this panel, we will explore what your organisation should be doing to ensure you have robust oversight into your customers’ journey and how you should leverage digital technologies throughout that journey.