--- title: The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch. description: Struggling with missed payments or drop-offs? Smart Touch is your behind-the-scenes CX hero—nudging customers at the right moment. image: https://www.smokeci.com/hubfs/AdobeStock_106304348.jpeg --- [Skip to the main content.](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#main-content) [![Smoke CI logo Dark](https://www.smokeci.com/hubfs/Smoke%20CI%20logo-Dark.svg "Smoke CI logo Dark")](https://www.smokeci.com) [![Smoke CI logo-Dark-02](https://www.smokeci.com/hubfs/Smoke%20CI%20logo-Dark-02.svg "Smoke CI logo-Dark-02")](https://www.smokeci.com) - [Our Solutions ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ Contact Centre Feedback ](https://www.smokeci.com/contact-centre-feedback) - [ Avaya ](https://www.smokeci.com/avaya-contact-centre-surveys) - [ Genesys ](https://www.smokeci.com/genesys-contact-centre-surveys) - [ Customer Experience ](https://www.smokeci.com/customer-experience) - [ Smart Touch ](https://www.smokeci.com/smart-touch) - [ Reporting and Analytics Services ](https://www.smokeci.com/advanced-insight-and-reporting-services) - [ Voice of the Employee ](https://www.smokeci.com/voe-programme) - [Solution By Industry ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ Automotive ](https://www.smokeci.com/automotivecustomerexperience) - [ Banking ](https://www.smokeci.com/banking-customer-experience) - [ Healthcare ](https://www.smokeci.com/healthcare) - [ Insurance ](https://www.smokeci.com/insurance) - [ Realty and Housing ](https://www.smokeci.com/housingexperience) - [ Retail ](https://www.smokeci.com/retail-customer-experience) - [Resources ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ Articles ](https://www.smokeci.com/content) - [ Downloads ](https://content.smokeci.com/downloads) - [ FAQs ](https://www.smokeci.com/faq) - [About Us ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ About Smoke CI ](https://www.smokeci.com/about-us/) - [ Careers ](https://www.smokeci.com/careers) - [ Trust Centre ](https://www.smokeci.com/trust-center) - [ Contact us ](https://www.smokeci.com/contact) Search Toggle Menu Search Toggle Menu - [Our Solutions ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ Contact Centre Feedback ](https://www.smokeci.com/contact-centre-feedback) - [ Avaya ](https://www.smokeci.com/avaya-contact-centre-surveys) - [ Genesys ](https://www.smokeci.com/genesys-contact-centre-surveys) - [ Customer Experience ](https://www.smokeci.com/customer-experience) - [ Smart Touch ](https://www.smokeci.com/smart-touch) - [ Reporting and Analytics Services ](https://www.smokeci.com/advanced-insight-and-reporting-services) - [ Voice of the Employee ](https://www.smokeci.com/voe-programme) - [Solution By Industry ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ Automotive ](https://www.smokeci.com/automotivecustomerexperience) - [ Banking ](https://www.smokeci.com/banking-customer-experience) - [ Healthcare ](https://www.smokeci.com/healthcare) - [ Insurance ](https://www.smokeci.com/insurance) - [ Realty and Housing ](https://www.smokeci.com/housingexperience) - [ Retail ](https://www.smokeci.com/retail-customer-experience) - [Resources ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ Articles ](https://www.smokeci.com/content) - [ Downloads ](https://content.smokeci.com/downloads) - [ FAQs ](https://www.smokeci.com/faq) - [About Us ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#) - [ About Smoke CI ](https://www.smokeci.com/about-us/) - [ Careers ](https://www.smokeci.com/careers) - [ Trust Centre ](https://www.smokeci.com/trust-center) - [ Contact us ](https://www.smokeci.com/contact) [Facebook ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#0) [Instagram ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#0) [Linkedin ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#0) [X ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#0) [YouTube ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#0) [Medium ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch#0) 1 min read # The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch. [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg) Smoke Customer Intelligence ](https://www.smokeci.com/content/author/smoke-customer-intelligence) : Updated on June 10, 2025 ![The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch.](https://www.smokeci.com/hubfs/AdobeStock_106304348.jpeg) The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch. 2:25 In every great story, there’s a hero. But sometimes, the most powerful heroes work behind the scenes quietly ensuring success, eliminating obstacles, and keeping everything on track. In the world of customer experience (CX), that hero is Smoke CI’s journey orchestration solution, Smart Touch. The Hidden Villains in Customer Journeys; Businesses today face an ongoing battle against **customer inaction**. Missed payments, stalled applications, and abandoned carts aren’t just minor inconveniences, they lead to lost revenue, frustrated customers, and inefficiencies that slow down growth. But what’s causing these breakdowns? - **The Ghost**: Important messages that never reach customers at the right time. - **The Confuser**: Overcomplicated instructions that leave customers unsure of what to do next. - **The Delay Monster**: Late nudges that cause missed deadlines and drop-offs. Without a system in place to proactively nudge customers, these villains wreak havoc on customer journeys. Smart Touch isn’t just another communication tool, it’s a strategic engagement engine designed to keep customer journeys moving forward. Think of it as your business’s superhero sidekick, ensuring customers take action at the right time with automated, intelligent nudges. The Superpowers of Smart Touch: 1. **Faster** than a missed deadline - Automate WhatsApp, SMS, and email nudges before customers forget to act. 2. **Smarter** than customer inaction - Identifies drop-off points and prompts customers to take action before it’s too late. 3. **Stronger** than manual follow-ups - Adapts in real time to customer responses, keeping engagement seamless and efficient. With Smart Touch, businesses can eliminate friction, boost conversions, and create a customer experience that feels effortless. Why Can’t Businesses Afford to Ignore Nudging? The answer is simple. The modern customer expects **speed**, **convenience**, and **personalisation**. Businesses that fail to engage customers at the right moment risk losing them altogether.   Smart Touch ensures that: - Reminders aren’t just sent, they’re acted upon. - Customers receive nudges when they need them most. - Manual follow-ups become a thing of the past.   [ Ready to Transform Your CX? ](https://www.smokeci.com/smart-touch)   Every business needs a hero to ensure customers complete their journeys effortlessly. With Smart Touch, you’re not just sending messages… you’re guiding customers toward action, retention, and satisfaction.   - [Tweet](https://twitter.com/share) [![7 opportunities to differentiate through CX in the automotive industry](https://www.smokeci.com/hubfs/Destination-1.jpg) ](https://www.smokeci.com/content/7-opportunities-to-differentiate-through-cx-in-the-automotive-industry) 1 min read #### [7 opportunities to differentiate through CX in the automotive industry](https://www.smokeci.com/content/7-opportunities-to-differentiate-through-cx-in-the-automotive-industry) [![Picture of Sarah Lubbe](https://www.smokeci.com/hs-fs/hubfs/IMG_5420-Edit%20-%20Copy.jpg?width=30&name=IMG_5420-Edit%20-%20Copy.jpg) Sarah Lubbe](https://www.smokeci.com/content/author/sarah-lubbe) : 20 May 2020 Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers... [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Read More](https://www.smokeci.com/content/7-opportunities-to-differentiate-through-cx-in-the-automotive-industry) [![Common Day-to-Day Mistakes That Leaders Make And How to Avoid Them](https://www.smokeci.com/hubfs/Mistake.jpg) ](https://www.smokeci.com/content/common-day-to-day-mistakes-that-leaders-make-and-how-to-avoid-them) 1 min read #### [Common Day-to-Day Mistakes That Leaders Make And How to Avoid Them](https://www.smokeci.com/content/common-day-to-day-mistakes-that-leaders-make-and-how-to-avoid-them) [![Picture of Sarah Lubbe](https://www.smokeci.com/hs-fs/hubfs/IMG_5420-Edit%20-%20Copy.jpg?width=30&name=IMG_5420-Edit%20-%20Copy.jpg) Sarah Lubbe](https://www.smokeci.com/content/author/sarah-lubbe) : 15 June 2023 In today's fast-paced business world, it can be tempting for leaders and managers to focus on the big picture and overlook the importance of small,... 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