This report will guide marketers through a customer journey mapping exercise and explore why and how different content can be implemented throughout the life cycle.

In this on-demand Meet the Analyst Webinar, eMarketer principal analyst Lauren Fisher breaks down how successful companies make sense of customer engagement by mapping the customer journey and examining the metrics that matter.

Today’s Digital Customer Journey. To stand out today, the most successful brands are providing personalized experiences, delivered as timely digital journeys across channels. Every marketer knows the importance of mapping customer journeys. But with numerous online channels, customer journeys today are not as linear as they once were.

According to August 2020 polling by Ascend2, 58% of marketing professionals worldwide thought customer feedback surveys were the most effective way to collect data for mapping customer journeys. Surveying customers has advantages in a privacy-first world. Surveyed users, or panelists, consent to share their information and opinions.

Most companies prioritize customer experience efforts, but few have mastered them. This report looks at ongoing customer experience challenges and highlights success with select elements.

Leverage customer journey mapping to understand consumers’ behavior and when to engage. Click here to download a PDF of the presentation.