Optimize omni-channel campaigns

You've built the teams. You've invested in the tools. But when no one has a clear view of the end-to-end journey, campaigns take longer, cost more, and deliver less than they should.

Here's what changes when everyone works from living journey maps.

Challenge

A major retailer had complexity of multiple steps a customer had to complete across different channels in order to take up their new offer. The retailer had siloed teams with multiple analytics and stakeholders involved and lacked a holistic view of the end-to-end journey: what content was in market and what each person was responsible for in uplifting and setting each new campaign live.

Solution

• Nevam provided an end-to-end view of the customer experience, step-by-step.
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• Pathways and analytics were documented to showcase each journey variation.
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• Nevam identified issues, optimizations, and business cases across the customer experience.
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• Each item was assigned and tracked for visibility across the business on initiatives and progress.
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The result

• Teams had visibility of each others channels for the first time, aligning each team on their channel of responsibility and cutting down meeting times for briefs and updates.
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• Hundreds of thousands of traffic was re-directed to a new page in organic search decreasing bounce rates by 60%.
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• Business rituals created for more customer centricity aligning to the business OKR’s.
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