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.
- Series The customer journey: Finding the buy signalCompanies spend lots of time determining if a customer is ready to buy. You collect all of the data you can get your hands on. Let analytics help you tune in to the buy signals you're missing.
- Research Balance data privacy and personalization for a better customer experienceSAS surveyed more than 2,000 consumers to better understand today's complex data privacy issues from their viewpoint.
- Article The first step in building a better customer experienceIt's true that you can't build a great structure on a weak foundation. Learn what it takes to make a solid start on your data groundwork.
- Research Five tips for improving customer profitability from Harvard Business ReviewRight now, customers are experiencing your company online, on your mobile app, by phone and in person. Are those experiences forging a bond – or driving them away? New research from HBR reveals the customer experience lessons you need to apply now.