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.
Free white paper
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 The 5 new rules of retailWhy did the rules of retail need to be rewritten? Because 2020 happened and shopping patterns changed overnight. There were product shortages, store closures and long lines to get in the few stores that were open. Consumers moved to online shopping in droves and expected a seamless experience in-store and online: Curbside pickup; same-day delivery; contactless delivery; buy online, pick up in store. The list goes on.
- Article A/B testing: A peek behind our curtainSAS makes extensive use of A/B testing methods to improve our products and our customers' experiences. Here's a case study in web page design where you can see the results for yourself.
- Research The intelligence behind customer loyaltyResearchers from the Kellogg School of Management discovered that there are three categories of shoppers with very different shopping patterns. For retailers, this means segmenting loyalty programs based on the distinct patterns of each group.
- Article Four ways Vail Resorts creates epic experiencesVail Resorts is a coveted vacation spot, sure. But did you know the resort is also a social media titan? Find out how Vail Resort gained 35 million social media impressions and turned happy guests into brand ambassadors.