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 Five trends that will reshape customer experienceApplying the latest research from HBR gives a new twist on this surprisingly relevant 2015 list of CX do’s and don’ts.
- 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.
- Interview Q&A: What's your level of digital marketing maturity?The technologies have evolved, but the game hasn't changed. Great customer experiences start with strong digital marketing strategies.
- 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.