Multichannel journey

Understand the experience as customers move between channels

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.