Tag: Omnichannel Journey Mapping: Connecting the CX Dots in 2023

Singapore – The second leg of MARKETECH APAC’s webinar series on customer experience, Omnichannel Journey Mapping: Connecting the CX Dots in 2023, was recently concluded last 25 May, in partnership with MessageBird. The virtual industry event saw an insightful keynote presentation that gave an overview of the status quo of the omnichannel buyer journey as well as a panel discussion that probed how brands from the industries of e-commerce, FMCG, and retail are delivering their omnichannel customer experiences.

With social media, brand.com, and messaging apps now able to work in concert for brands to meet where consumers are, the opportunity brought by this always-on visibility also inevitably births challenges to marketers. Questions such as which channels are best for a brand’s omnichannel structure and how to keep a cohesive and consistent messaging despite their presence in individual digital platforms are what’s currently keeping marketing teams on their toes today.

The webinar was kicked off with a presentation by Merlvin Tan, the team lead for APAC sales at MessageBird. Tan, once and for all, drew the line between multichannel and omnichannel, where today, the two are still interchangeably confused. Setting the discussion in motion, Tan laid out their differences and how, ultimately, brands must aim for an omnichannel orchestration of their customer journeys. 

How brands are able to exactly do this? For a seamless brand experience, Tan provided four actionable steps: (1) Turning unknown to known, (2) Onboarding your customers, (3) Activating your first-party data, and (4) Measuring everything.  

Meanwhile, the panel discussion saw together in one space marketing leaders Iris Lee, the regional brand director at CARSOME; Bea Atienza, impactful brand experience lead at Colgate-Palmolive; Nancy Almasco, marketing director at FlowerStore.ph; and Neha Bhasin, the director of brand communications at ZALORA Group. 

Representing each of their industries, the marketing heads talked about the key components of a strong omnichannel strategy, leveraging and integrating useful data in order to build a meaningful CX, and the role of personalisation in the omnichannel buying journey. 

All in all, 93 attendees graced the webinar to learn how to successfully boost their omnichannel journey mapping strategies. Those who came to the event were from the industries of telecommunications, fintech, e-commerce, and retail, representing the brands Carmudi, Carousell, Clozette, FairPrice, Globe, JobStreet, Malaysia Airlines, Sephora, MyRepublic, and Payoneer. Most hailed from the market of Malaysia, followed by the Philippines, Singapore, India, Indonesia, and Hong Kong. 

The industry event on omnichannel journey mapping is the second theme under the three-part webinar series, Connecting the CX Dots in 2023, hosted in partnership with MessageBird. 

If you missed going to the event, you may register HERE to obtain your on-demand access. 

Meanwhile, this 21 June 2023, the series’ third leg was held to discuss the topic of programmable email.

Singapore – In an always-on and digital-first world, marketers are always on the lookout for solutions that will give their customers only the best experience. But with the intense competition in the easily accessible digital sphere as well as the numerous solutions made available for brands to leverage, how will companies be able to identify the correct path that will ensure a seamless experience across all the touchpoints of their omnichannel journey map?

This May 25, MARKETECH APAC comes back with another discussion under its webinar series on customer experience ‘Connecting the CX Dots in 2023’ with the aim of helping brands and marketers alike carefully carry out an efficient and future-proof omnichannel journey mapping. The session follows the previously conducted webinar ‘Conversational Marketing: Connecting the CX Dots in 2023’, which tackled the challenges and opportunities marketers face in their conversational marketing efforts.

Titled ‘Omnichannel Journey Mapping: Connecting the CX Dots in 2023’, the webinar will feature a panel discussion with marketing leaders across the Southeast Asian region. In it, Iris Lee, regional brand director at CARSOME, Bea Atienza, impactful brand experience lead at Colgate-Palmolive, Nancy Almasco, marketing director at FlowerStore.ph, and Neha Bhasin, director of brand communications at ZALORA Group will share their insights on omnichannel journey mapping.

The panel discussion, called ‘Solving the Omnichannel Conundrum: Creating a Seamless Customer Journey in an Always-On Digital Sphere’, will also tackle the following topics:

  • Linear is dead: Making sense of a customer journey that can start from anywhere — and lead to any channel
  • Alleviating friction: Meeting where the customers are in an always-on and digital-first buying journey
  • Bridging the silos: Integrating consumer data off different channels in the omnichannel structure 
  • Adapting the engagement: Operationalising the omnichannel path for brands’ different use cases

Marketers often look to identify and reduce points of friction in the customer journey, but they might not always know where to start. To give marketers some know-hows, the webinar will also feature a keynote presentation by Merlvin Tan, team lead – APAC sales at MessageBird, who will be discussing how to better understand what omnichannel should mean to brands and marketers, what tools and resources to use, and how to bring it all together for a seamless omnichannel journey.

“We’re now in the 2nd leg of our webinar series, Connecting the CX Dots in 2023, and the conversation is only about to get much better! First theme was all about conversational marketing, and come this May, we’re going a more expansive route to talk about the Omnichannel Journey Mapping,” said Shaina Teope, regional editor at MARKETECH APAC.

Teope added, “We’ve gathered different marketing leaders from top brands to help shed light on mapping our customer journey at a time when customers are active on a multitude of channels. Rest assured that after this discussion, brands will have gained a clearer path on their omnichannel marketing strategies.”

‘Omnichannel Journey Mapping: Connecting the CX Dots in 2023’, the second leg of MARKETECH APAC’s webinar series on customer experience, is made in partnership with omnichannel communications platform MessageBird. It will be followed by the webinar on programmable email, the last theme of the series, to be held on June 21 this year.

Catch ‘Omnichannel Journey Mapping: Connecting the CX Dots in 2023’ on May 25, 2:00 pm SGT by registering HERE. See you there!