The WARC Guide to customer journeys in an omnichannel world

Provides new thinking and best practice on customer journeys in an omnichannel world.
  • The COVID 19 pandemic has accelerated emerging consumer behaviours, and brands have new opportunities to connect as the customer journey evolves.
  • As customer experience becomes more tech oriented, brands also need to consider ‘human centred’ design elements to make experiences feel personal.
  • A successful first party data strategy can help a brand be more profitable, more innovative, and more relevant across the customer journey.
  • Failure to acknowledge the importance of cultural nuances in customer journey planning will put brands at a competitive disadvantage....

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We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

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