Customer Journey Mapping for Omnichannel Content

Track: Content Management | CM3 |
Thursday, June 15, 2017, 2:45pm – 4:00pm
Held in: Room H3
Presenter:
Noz Urbina - Urbina Consulting
Host: Scott Abel

Customer journey mapping (CJM ) goes beyond static personas and helps diverse content stakeholders design content plans and models that deliver the right type and level of content to the right user for their situation. CJM brings together large amounts of user information and maps it out to support improved content structures, content types and editorial plans that work across channels and siloed touch-points.

Takeaways: Attendees will learn how to effectively communicate with agencies, partners, subject matter experts and other content creators; collaborate across teams on personalization-ready content; build future-friendly content models and content plans; and get more leverage out of content assets over time and across devices.