https://docs.google.com/document/d/1as-7qrHza7O2NLA_0kF4MDnNoM2FClRDa4DhPdp3lg4/edit?usp=sharing

Based on the reading in the article.

1.One of the key takeaways from this article is how marketers need to think of customer experiences in terms of overall journeys rather than just focusing on individual touchpoints or groups of touchpoints. Please explain this in the context of the Pay TV company example in the article. Also explain the concept of the organization being siloed and how this had a negative impact on customers' experiences.

2.What are the touchpoints in the context of customer experience design?