Finding Your Customer’s Moments of Truth: The Power of Customer Journey Mapping

Your customer’s experience is omnichannel – a blend of physical and digital touchpoints. No longer can marketers focus solely on digital without optimizing for the entire journey. Customer journey mapping is a powerful capability that brings to life your customer’s moments of truth and a deeper understanding of the ways customers go about achieving their needs, highlighting areas where expectations aren’t being met. This session will arm you with the powerful capability to incorporate journey mapping into your digital design to improve your customer’s overall experience with your brand. After this session, you’ll be able to:

• Implement an approach to omnichannel customer journey mapping to gain a deeper understanding of your customer’s wants and needs
• Optimize digital engagement within the larger context of an omnichannel experience
• Leverage customer journey mapping to enrich your ROI
• Develop a customer effort score and experience metrics