The challenge is that the consumer journey definition has changed. Marketers were once in charge of the entire experience. But the digital world now allows consumers to use a self-initiated process to research information and control how they interact with companies when making buying decisions. Consumers may read online reviews, browse competitive websites, or seek recommendations through social media before having any actual contact with the potential business partner. Marketers need to utilize consumer journey mapping to follow, join and engage in conversation at various touchpoints along the way.