Optimize omni-channel campaigns

You've built the teams. You've invested in the tools. But without customer journey mapping across every channel, campaigns take longer, cost more, and deliver less than they should.

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

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 platforms 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 mapped the customer journey end-to-end, step by step.
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• Every pathway and every piece of customer journey analytics was documented, so the team could see each journey variation on one screen.
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• Nevam surfaced the issues, the optimizations, and the business cases hiding across the 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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