Definition

The Customer Journey is essentially a map that tracks every step a user takes, detailing all the points where they interact with your brand across various digital channels. In today's market, this journey isn't a straight line; it's a dynamic path that requires precise coordination.

Personalization and Omnichannel Strategy

Define an omnichannel strategy through the design of cross-channel journeys.

The foundation of personalized communication within indigitall is the unique identifier per user. By implementing this identifier, we unlock maximum personalization: you can send a truly relevant message to the right person, at the right time, and through the optimal channel—all triggered by a specific event, a calendar date, or a customer's profile characteristics.

What is a customer journey?

The Customer Journey is the complete path or map illustrating all the interactions and touchpoints a user has with a brand, from initial awareness right through to post-purchase loyalty. The indigitall platform is designed to leverage this map to create, automate, and orchestrate these customer experiences, guiding the user seamlessly through every stage of their interaction with your brand.

Why is the customer journey important for digital marketing?

It is crucial for digital marketing because it identifies critical moments of friction, drop-off points, and opportunities for personalized engagement, allowing marketers to optimize resources and drive better conversions. The indigitall Customer Journey is essential for moving beyond simple marketing to intelligent revenue growth.

How to create a customer journey?

Creating an indigitall Customer Journey is a straightforward, step-by-step process focused on orchestration and personalization:

• Create the Journey: Start a new Journey in the indigitall Console, either from a template or from scratch.
• Define the Audience: Select the entry point for the Journey, such as your entire contact list, a custom CSV file, a filter, or a specific user event (like a product purchase, an abandoned cart or birthday date).
• Build the Flow: Design the path using a visual builder, integrating messages from all your channels (Push, Email, WhatsApp, SMS, Mobile Wallet, Telegram).
• Control the Logic: Use flow controls like Filters, Delay nodes, and Retargeting to define when, where, and to whom the messages are sent, optimizing for outcomes like cart recovery or loyalty.
• Validate and Activate: Once complete, validate the flow to ensure it works correctly, then activate the Journey to begin orchestrating real-time customer experiences.

How to map customer journey?

Mapping the customer journey involves visualizing the steps a user takes and highlighting pain points. The indigitall platform centralizes all communication channels (inbound and outbound) into a single, cohesive view, providing the only map you need for holistic optimization.

What is customer journey orchestration?

Customer Journey Orchestration is the proactive, real-time coordination of communication across all channels. indigitall uses its built-in Customer Data Platform (CDP) to power this orchestration, ensuring the right message is delivered to the right person at the optimal moment via the perfect channel.