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Customer Journey Mapping for Adaptive Content Models

Watch this masterclass recording and learn how walking a mile in your user’s shoes will help you better define what "great content" means, and how to measure it.

About this recorded masterclass

A customer journey map (CJM) is a vital tool for building future-proof content strategies and content models that are customer-centric*, not brand- or channel-centric. They enhance our understanding of users’ potential experiences and brand interactions. When done properly, they consider experience across multiple touch-points and channels and form a basis for cross-team collaboration.

Defining requirements for advanced content reuse, personalisation, or multichannel delivery is hard. Instead of assuming what users need or planning content in an abstract way, customer journey maps seek to paint a detailed picture of the user’s experiences, content needs, and emotional states along their way to accomplishing an objective. This brings organizational stakeholders together around UX and integrates directly into a content design, modelling, and planning processes that support omnichannel personalisation at any scale.

What will I learn?

Watch this recorded masterclass to learn how to:

  • build your editorial requirements and content model around user needs
  • improve processes that involve one or multiple channels
  • spark innovation and creative content solutions
  • refine targeting and analytics strategies, and
  • enable contextual and meaningfully personalised content.

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Register today

May 6, 2021

4:00 pm

BST

Tickets $199

Book your place

Who is the masterclass recording for?

This masterclass is for anyone and everyone that affects or supports the customer experience:

  • Content professionals of all types
  • UX Researchers and Designers
  • Representatives from support, training, sales, marketing and anyone else who has insights on customer experience and related data

Webinar Recording

Recorded:

May 6, 2021

Customer Journey Mapping for Adaptive Content Models

Watch this masterclass recording and learn how walking a mile in your user’s shoes will help you better define what "great content" means, and how to measure it.

Download the slide deck and resources

About this recorded masterclass

A customer journey map (CJM) is a vital tool for building future-proof content strategies and content models that are customer-centric*, not brand- or channel-centric. They enhance our understanding of users’ potential experiences and brand interactions. When done properly, they consider experience across multiple touch-points and channels and form a basis for cross-team collaboration.

Defining requirements for advanced content reuse, personalisation, or multichannel delivery is hard. Instead of assuming what users need or planning content in an abstract way, customer journey maps seek to paint a detailed picture of the user’s experiences, content needs, and emotional states along their way to accomplishing an objective. This brings organizational stakeholders together around UX and integrates directly into a content design, modelling, and planning processes that support omnichannel personalisation at any scale.

What will I learn?

Watch this recorded masterclass to learn how to:

  • build your editorial requirements and content model around user needs
  • improve processes that involve one or multiple channels
  • spark innovation and creative content solutions
  • refine targeting and analytics strategies, and
  • enable contextual and meaningfully personalised content.

Tagged as:

No items found.

Register today

May 6, 2021

4:00 pm

BST

Tickets $199

Book your place

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About the facilitator

Noz Urbina

Noz Urbina is a globally recognised leader in the field of content strategy and customer experience. He’s well known as a pioneer in customer journey mapping and adaptive content modelling for delivering personalised, contextually relevant content experiences in an omnichannel environment. Noz is co-founder and Programme Director of OmnichannelX. He is also co-author of the book “Content Strategy: Connecting the dots between business, brand, and benefits” and lecturer in the Masters Programme in content strategy at the University of Applied Sciences, Graz.

Noz's company, Urbina Consulting, works with the world’s largest organisations and most complex content challenges. He has assisted dozens of multinational organisations with developing or improving their content strategies, managing tool selections, pilot projects, delivering training, and guiding implementations. Clients have been in the manufacturing, mechanical engineering, medical devices, semiconductors, and enterprise software industries, among others.

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