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.
Takeaways
- 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...