Presentation: Journey-Mapping for Personalization Across Multiple Channels

Optimizing interactions across multiple channels means re-thinking customer interactions. Rather than separately mapping journeys according to the corporate silos–interactions under the umbrella of social media team, web team, events team, print team, and so on – marketers must view the journey from the customer’s perspective first, regardless of touchpoint. Then we must plan out how we’re going to work together as a brand to adapt content for individuals and personas at each touchpoint along the way. It may seem more complex, but it’s nothing more than a plan to deliver what today’s consumer expects: relevant content, when and how they want it.

This session will give you:

• A methodology for planning multi-channel customer journeys
• An understanding of how multi-channel journey-mapping enables adaptive content and personalized experiences
• A start template for you to adapt to your business situation