Exploring Customer Journeys in the Context of Dentistry: This case study uses a hypothetical special care dentistry scenario to demonstrate how customer journey mapping can improve patient-centricity. By analyzing a patient persona’s journey (awareness to post-purchase), a customer journey map highlights friction points. The study recommends integrating digitalization and omnichannel marketing with existing strategies to enhance the patient experience. It emphasizes the need for adaptation in the increasingly digital and competitive dental landscape, while maintaining ethical and legal practices.
