Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture? In this webinar, we will learn to identify, track, measure, blend, and synthesize insights across multiple digital channels, to pinpoint the exact moments that matter most to your target customers.

1. Digital Experience: Customer Journey Mapping
Nitin Sharma Nicolas Rodriguez
With: Moderated by:
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Going Digital at the Speed of Business

2. A Neopost digital company, the Quadient portfolio of technology enables
organizations to create better experiences for their customers through
timely, personalized, optimized, and highly individualized communications
for all channels. Quadient's solutions bring together and activate the entire
organization in the name of customer experience, through better
collaboration and visibility into the customer journey.

3. Click on the Questions panel to
interact with the presenters
https://www.customerexperienceupdate.com/webinar-series/going-digital-at-the-speed-of-business/
https://www.customercontactcentral.com/webinar-series/going-digital-at-the-speed-of-business/

4. About Nitin Sharma
Nitin is the founder and CEO of Gold Research, Inc. He is a “big picture” oriented business strategist, possessing
experience in journey mapping, market research, data analysis, statistics, project management and
industry/market analysis in multiple sectors. Nitin has worked with food services, restaurants, consumer goods,
education, media/entertainment, health care, financial services, and technology. Nitin understands the immense
leverage that journey mapping can provide to customers in understanding their markets and strives to provide high
quality market research and statistical support services to organizations that are in different phases of their growth
trajectories. This philosophy has resulted in client organizations with annual revenues ranging from $100,000 to $6
billion benefiting from his services and finding the gold in research™.
About Nicolas Rodriguez
Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long
Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical
industries before joining the team at Aggregage. His background includes event production, political op-eds &
reporting, stand-up comedy, and podcasts.
Going Digital at the Speed of Business

5. 5
Going Digital at the Speed
of Business Webinar Series About Nitin Sharma
 Career researcher, CEO of Gold Research (www.goldresearchinc.com)
 Headquartered in San Antonio, Texas
 Serve multiple Fortune 500 clients globally
We Specialize in:
 Customer Journey Mapping
 Behavioral Research
 Eye-Tracking
 Biometrics
 CX/UX Research & Training
 Customer Satisfaction Research

6. 6
Going Digital at the Speed
of Business Webinar Series
POLL 1:
Do you currently spend time understanding your customers
digital journeys?
1. Yes, once a year
2. Yes, but only once every few years
3. Never done it but plan to in this year or later

7. 7
Going Digital at the Speed
of Business Webinar Series
Digital Experience: Customer Journey Mapping
Why focus on Digital Customer Journeys vs. Touchpoints?
Typical Research
• Touch point specific
• Single moment focus
• Narrow/focused research approach
Journey Mapping Research
• End-to-end Journey: “Trigger” to “Referral”
• Multi-product and relationship
• Multiple research approaches required
Insights
• Touch point Decision factors
• Tactical improvements
Insights
• Moments-of-Truth / Moments that Matter
• End-to-end pain points
• Sales/brand equity leakage across journey

8. 8
Going Digital at the Speed
of Business Webinar Series
POLL 2:
Can you understand the customers complete digital journey by
deploying a single research format?
1. Yes
2. No
3. Don’t Know

9. 9
Going Digital at the Speed
of Business Webinar Series
Multi-Research Approach for
Capturing Entire Customer Journeys
Digital
Behavioral
Tracking
In-Moment
Mobile
Ethnography
Post-Experience
Interviews
In-Moment
Surveys
Biometric
Monitoring
Eye Tracking
Post-Experience
Quant Surveys
In-Moment
Shop-Along
“In-The-Moment”
Feedback Formats
Behavioral
Tracking
Formats
Post
Experience
Formats
1
2
3

10. 10
Going Digital at the Speed
of Business Webinar Series
Uncovering Point-to-Point Journeys
With Customer Sentiment, Emotion and Voice
Visual Search Sequencing
Start to Finish Journey Cycles
“Real-time”
Voice
of the
Customer

11. 11
Going Digital at the Speed
of Business Webinar Series
Digital Journey Mapping Examples

12. 12
Going Digital at the Speed
of Business Webinar Series Online Retail Shopper Journeys

13. 13
Going Digital at the Speed
of Business Webinar Series Blending in Customer Personas

14. Q&A
Nicolas Rodriguez
With: Moderated by:
CEO, Gold Research Inc.
Linkedin page: /in/nitin-sharma-77747421/
Twitter ID: @GoldResearchInc
Email: nitin@goldresearchinc.com
website: goldresearchinc.com
phone: 210-213-6752
Nitin Sharma
Site Editor, Customer Experience Update
Linkedin page: /in/masadluffy
Twitter ID: @cxupdate
Email: nicolas.rodriguez@aggregage.com
Website: customerexperienceupdate.com
https://www.customerexperienceupdate.com/webinar-series/going-digital-at-the-speed-of-business/
https://www.customercontactcentral.com/webinar-series/going-digital-at-the-speed-of-business/