Thursday 28 Apr 2016

Customer experience through consumer decision journey mapping

At the Asia Research Breakfast Seminar Q2 2016 in Singapore

Do you know how your customers shop in today’s digital world? What are the most influential channels and touch points in their customer journey and how can you impact these? How does this work for the new product category you wish to enter?

We shared this and more on April 28th in Singapore for the Asia Research Breakfast Seminar.

A view of the customer experience through the consumer journey

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Presented by:
Christophe Le Yoanc, Director Client Solutions
Sarah Cunliffe, Research Manager

Customer satisfaction can be measured across the consumer journey, each point being evaluated and rated by customers on how satisfied they are at that specific point in time. However, with the consumer journey becoming so intricate and interconnected through numerous channels, looking at these individual points in isolation is no longer accurate and can be deceiving. Hence, marketers should go beyond traditional metrics to determine and understand customer experience within the context of consumer journey.

We shared insights from our journey mapping studies as we see tremendous value when understanding customer experience from this perspective.