How can journey stories improve omnichannel experiences?
Omnichannel experiences are those that seamlessly connect different channels and devices, such as online, mobile, and physical, to provide a consistent and satisfying customer journey. However, designing and delivering such experiences can be challenging, as they require a deep understanding of the customer's needs, preferences, behaviors, and emotions across multiple touchpoints. One way to gain this understanding is by using journey stories, which are narrative descriptions of the customer's journey from their perspective, highlighting their goals, pain points, emotions, and actions. In this article, you will learn how journey stories can help you improve your omnichannel experiences by: