Call me a cynic, but after working in marketing for as long as I have, I'm guilty of an eye roll or two after the mention of a customer journey. After writing about it for more than a decade, I can't help but wonder if anyone is still listening. But this past year has restored my confidence that as CX and advertising professionals, we are making a difference. We continue to refine the customer journey, making it better and more personalized with relevant, positive connections during every interaction. And companies are taking our methods to heart to offer more connected, frictionless experiences for their customers.