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Going Digital At The Speed Of Business: Digital Experience - Customer Journey Mapping

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Going Digital At The Speed Of Business: Digital Experience - Customer Journey Mapping

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Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture? In this webinar, we will learn to identify, track, measure, blend, and synthesize insights across multiple digital channels, to pinpoint the exact moments that matter most to your target customers.

Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture? In this webinar, we will learn to identify, track, measure, blend, and synthesize insights across multiple digital channels, to pinpoint the exact moments that matter most to your target customers.

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Going Digital At The Speed Of Business: Digital Experience - Customer Journey Mapping

  1. 1. Digital Experience: Customer Journey Mapping Nitin Sharma Nicolas Rodriguez With: Moderated by: TO USE YOUR COMPUTER'S AUDIO: When the webinar begins, you will be connected to audio using your computer's microphone and speakers (VoIP). A headset is recommended. Webinar will begin: 11:00AM (PST) TO USE YOUR TELEPHONE: If you prefer to use your phone, you must select "Use Telephone" after joining the webinar and call in using the numbers below. United States: 1 (415) 655-0060 Access Code: 196-974-956 Audio PIN: Shown after joining the webinar --OR-- Going Digital at the Speed of Business
  2. 2. A Neopost digital company, the Quadient portfolio of technology enables organizations to create better experiences for their customers through timely, personalized, optimized, and highly individualized communications for all channels. Quadient's solutions bring together and activate the entire organization in the name of customer experience, through better collaboration and visibility into the customer journey.
  3. 3. Click on the Questions panel to interact with the presenters https://www.customerexperienceupdate.com/webinar-series/going-digital-at-the-speed-of-business/ https://www.customercontactcentral.com/webinar-series/going-digital-at-the-speed-of-business/
  4. 4. About Nitin Sharma Nitin is the founder and CEO of Gold Research, Inc. He is a “big picture” oriented business strategist, possessing experience in journey mapping, market research, data analysis, statistics, project management and industry/market analysis in multiple sectors. Nitin has worked with food services, restaurants, consumer goods, education, media/entertainment, health care, financial services, and technology. Nitin understands the immense leverage that journey mapping can provide to customers in understanding their markets and strives to provide high quality market research and statistical support services to organizations that are in different phases of their growth trajectories. This philosophy has resulted in client organizations with annual revenues ranging from $100,000 to $6 billion benefiting from his services and finding the gold in research™. About Nicolas Rodriguez Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical industries before joining the team at Aggregage. His background includes event production, political op-eds & reporting, stand-up comedy, and podcasts. Going Digital at the Speed of Business
  5. 5. 5 Going Digital at the Speed of Business Webinar Series About Nitin Sharma  Career researcher, CEO of Gold Research (www.goldresearchinc.com)  Headquartered in San Antonio, Texas  Serve multiple Fortune 500 clients globally We Specialize in:  Customer Journey Mapping  Behavioral Research  Eye-Tracking  Biometrics  CX/UX Research & Training  Customer Satisfaction Research
  6. 6. 6 Going Digital at the Speed of Business Webinar Series POLL 1: Do you currently spend time understanding your customers digital journeys? 1. Yes, once a year 2. Yes, but only once every few years 3. Never done it but plan to in this year or later
  7. 7. 7 Going Digital at the Speed of Business Webinar Series Digital Experience: Customer Journey Mapping Why focus on Digital Customer Journeys vs. Touchpoints? Typical Research • Touch point specific • Single moment focus • Narrow/focused research approach Journey Mapping Research • End-to-end Journey: “Trigger” to “Referral” • Multi-product and relationship • Multiple research approaches required Insights • Touch point Decision factors • Tactical improvements Insights • Moments-of-Truth / Moments that Matter • End-to-end pain points • Sales/brand equity leakage across journey
  8. 8. 8 Going Digital at the Speed of Business Webinar Series POLL 2: Can you understand the customers complete digital journey by deploying a single research format? 1. Yes 2. No 3. Don’t Know
  9. 9. 9 Going Digital at the Speed of Business Webinar Series Multi-Research Approach for Capturing Entire Customer Journeys Digital Behavioral Tracking In-Moment Mobile Ethnography Post-Experience Interviews In-Moment Surveys Biometric Monitoring Eye Tracking Post-Experience Quant Surveys In-Moment Shop-Along “In-The-Moment” Feedback Formats Behavioral Tracking Formats Post Experience Formats 1 2 3
  10. 10. 10 Going Digital at the Speed of Business Webinar Series Uncovering Point-to-Point Journeys With Customer Sentiment, Emotion and Voice Visual Search Sequencing Start to Finish Journey Cycles “Real-time” Voice of the Customer
  11. 11. 11 Going Digital at the Speed of Business Webinar Series Digital Journey Mapping Examples
  12. 12. 12 Going Digital at the Speed of Business Webinar Series Online Retail Shopper Journeys
  13. 13. 13 Going Digital at the Speed of Business Webinar Series Blending in Customer Personas
  14. 14. Q&A Nicolas Rodriguez With: Moderated by: CEO, Gold Research Inc. Linkedin page: /in/nitin-sharma-77747421/ Twitter ID: @GoldResearchInc Email: nitin@goldresearchinc.com website: goldresearchinc.com phone: 210-213-6752 Nitin Sharma Site Editor, Customer Experience Update Linkedin page: /in/masadluffy Twitter ID: @cxupdate Email: nicolas.rodriguez@aggregage.com Website: customerexperienceupdate.com https://www.customerexperienceupdate.com/webinar-series/going-digital-at-the-speed-of-business/ https://www.customercontactcentral.com/webinar-series/going-digital-at-the-speed-of-business/

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