Customer Journey Mapping for Omnichannel Content

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Presented by

Noz Urbina, Global Content Strategist

About this talk

After over 15 years working on multichannel-friendly, personalization-friendly, and future-friendly content, Noz Urbina has latched firmly on to customer journey maps (CJMs) as today’s most vital content technique. A customer journey map goes beyond static personas and helps diverse content stakeholders to design content plans and models that deliver the right type and level of content to the right user when and where they need it. CJMs bring together large amounts of user information and map it out to support improved content structures, content types, and editorial plans that work across channels and siloed touchpoints. Join me, Scott Abel, The Content Wrangler, and my special guest, Noz Urbina, global content strategist, for this free, one-hour webinar. Attendees will learn how to more effectively communicate with agencies, partners, subject matter experts, and other content creators; how to collaborate across teams on personalization-ready content; how to build future-friendly content models and content plans; and how to get more leverage out of your content assets over time and across devices. ABOUT NOZ URBINA Noz Urbina is a globally recognized leader in the field of content strategy and a customer experience consultant who can effectively bridge organizational and user goals. Noz is well-known as a pioneer in customer journey mapping and adaptive content modeling for delivering personalized, contextually relevant content experiences in an omnichannel environment. He is a co-author of the book “Content Strategy: Connecting the dots between business, brand, and benefits” with Rahel Anne Bailie, and a lecturer at the University of Applied Sciences. Noz has coached teams, developed processes, and spearheaded solutions that have helped some of the world’s largest organizations leverage their content assets to stand out in their sectors while avoiding headcount increases and wasted costs.

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