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 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.
- Series Brand equity has a big role in RCI's strategyBrand equity isn't about what you sell, it's about your customers' perception of you, your products and your services. It's storable, but perishable.
- 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.
- Article Banking on big (and small) data to understand your customerHow can banks understand customers in the digital world? By combining the small data view with big data approaches. The result: personalized digital marketing.