Brands prioritise new customer journeys during COVID-19

During COVID-19, brands need a deep understanding of how their customer journey is being impacted in order to embrace new behaviours.

Customer journeys in an omnichannel world

This article is part of a series of articles from the WARC Guide to customer journeys in an omnichannel world. Read more

Why it matters

COVID-19 is promoting new behaviours which are impacting customer journeys. Brands need to act fast to adapt to these new journeys.


  • Data can help marketers baseline what's normal behaviour at different stages during the pandemic. Look for anomalies or changes in behaviour.
  • Journey mapping can help ensure that brands have a holistic view of crisis journeys, and they can avoid tone deaf experiences.
  • Journey mapping and real-time...

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Insights Team
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