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 Building confidence in your customer experienceForbes Insights surveyed more than 350 leaders at large organizations to determine how they are using data and analytics to power the customer experience.
- Article Real-time customer engagement is the future of experience managementReal-time customer engagement delivers contextual recommendations and decisions to your interactive customer channels at every possible touch point.
- Article Customer journeys: How to be ready when customers visitAnalytics makes customer journeys better. By gathering insights from detailed and diverse data sources, you'll have the right offer at just the right time.
- The ideal customer experience on every channelImprove omnichannel interactions with a customer decision hub that manages all marketing, services and sales activities – and synchronizes all customer data.