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.
- 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.
- Building a high-performance marketing engineA typical gas-powered car has more than 10,000 moving parts. Mega car dealer AutoNation had at least that many marketing parts to deal with when the company consolidated dealerships in 15 states. Here's what you can learn from their experience.
- Article The digitization of everything – its impact on the buyer’s journey and marketing’s roleFor nearly a century, the buyer’s journey was relatively linear. Advertising through mass media led to conversing with salespeople, friends and family. A purchase was made. But in today’s digitally networked world, studies show there are 3,000 different paths to purchase. How does marketing respond to this new reality? Brian Vellmure has answers.