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Navigating The New, Non-Linear Customer Journey

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As the variety of shopping channels and touch points increase and morph, retailers must expand their toolset for charting an increasingly complex shopper journey. Up to 63% of marketing professionals rely on journey maps to visualize the consumer’s path to purchase, according to 2016 research from Forrester.

This Retail TouchPoints special report details how retailers can better understand shoppers’ feelings, motivations and questions at each touch point, regardless of channel. The report will offer insights into:

  • How Walgreens is leveraging today’s evolving customer journey;
  • Collecting feedback to gain a clearer picture of the retailer-customer relationship;
  • Tools that track consumer activity across the customer journey; and
  • Identifying the correct KPIs within the customer journey.

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