The customer journey framework emphasizes personalized engagement at each phase: acquisition, engagement, retention, and onboarding. It highlights the importance of using data-driven insights to create meaningful interactions, from first contact through ongoing relationship management. Salesforce offers tools for real-time, personalized customer journeys across digital channels, aiming to foster loyalty and drive ROI. Embedded AI and a customer data platform enable marketers to deliver the right message at the right time, addressing customer preferences and expectations as central to digital strategy.

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