ICC 2016 – Journey-Mapping for Personalization – Noz Urbina

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Optimizing interactions across multiple channels means rethinking customer interaction- it may seem complex, but it’s nothing more than mapping a plan to deliver what today’s consumer expects: relevant content, when and how they want it. In this clip from Intelligent Content Conference, Noz Urbina shares some of his methodology for planning multichannel customer journeys.

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