Global Events Business

Our client had a challenge; whilst the business was highly customer centric, there was no defined customer journey to guide internal planning and deliver consistently across all audience types.
They recognised that without this single view, interventions were generic as opposed to personalised and relevant.

Our process was to guide cross-functional stakeholders to ‘walk in the shoes of the customer’. By defining audience objectives, needs and challenges, we were able to create consistent understanding of how best to engage throughout event cycles.

Our solution delivered a ‘layered’ framework that included:

• Defined Customer Journey maps for all audience types
• Audience-specific engagement frameworks, integrating promotional and operational communications to streamline touchpoints across internal teams
• Messaging and content matrix to ensure each intervention was relevant and personalised to their role and the specific journey stage.

If you’d like to find out more about how we create relevant and personalised experiences, get in touch - we’d love to hear from you.