The Importance of Touch Points in Organizational Change

We're always thinking about our touch points. We're not thinking about their experience. What we think is a touch point may not actually not be a touch point for them. It's the journey, not the destination. And here's an example of her bookings, she was booking travel. And the expenses received. So at the end, doing expenses claim at the end of it is normally considered part of your travel booking experience from a commercial viewpoint. But from a personal viewpoint, if you're doing business travel, God, yeah, it's one of the most important aspects of the world.