Multichannel journey

Use this template to:

• Ensure your multichannel experiences are seamless—especially during a redesign

• Master the delivery of a connected customer experience in an increasingly complex retail landscape.

• Understand and connect behaviors and motivations at every step of the customer journey

• Understand consistencies, inconsistencies, and evaluate overall experience across channels
   

A multichannel study captures activities that span more than one channel or device. While there’s a lot to plan for and consider when structuring this study, the payoff is rewarding: your team gets a full picture—from your customers’ perspective—of what it’s like to experience a series of interactions across the touchpoints that matter.