Can mapping the customer journey help deliver the right omnichannel experience?
Your customers can be anywhere in the world and on one or more of your channels simultaneously. Rather than trying to be everywhere at once, learn where to be when your customers need you through journey mapping. Using mapping and analytics you can also determine where you don't need to be for some customer segments – saving you time and resources.
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In this paper, Futurum founding partner Daniel Newman explores the ongoing digital transformation of the world. For businesses to be successful they must have a clear understanding of what they want their customers' experiences to be and fully commit to using data and analytics to support their vision.
- Article Customer journey analytics goes mainstreamDigitally enhanced customer experiences that cross traditional and digital channels is an expectation for consumers. This means timely, relevant communications.
- Article The marketer's dream: Harmonic convergenceCustomer journey maps, strong internal partners and clear strategies for change can help marketers align organizational efforts to foster peace and harmony.
- Know your data, know your customersIn the digital world, customers expect to be known as individuals with distinct preferences, not just as one member of a segment. Learn how to start with analytics.