Insight
Your Guide to Designing And Optimising Customer Journeys
10 October 2025 Customer Experience Management
Today’s customers don’t think in channels, touchpoints, or campaigns. They expect seamless, personalised, connected experiences. But most brands still struggle with silos, outdated processes, and journeys that don’t reflect real customer needs. Our latest playbook shows you how to design and optimise customer journeys around what really matters: the customer.
Table of contents
What You’ll Learn
Inside, we discuss:
- Customer Intelligence – Why first-party data is non-negotiable and how to use it for smarter decisions.
- Personalisation – How to scale tailored experiences across offer, message, timing, and channel.
- Customer Centricity – Moving from product-led campaigns to customer-led journeys.
- Seamless Journeys – Building continuity, consistency, and convenience across every interaction.
- Marketing Efficiency – Why optimisation beats endless “new” campaigns, and how to scale smarter.
- Measuring Success – Re-framing KPIs around customer value, linking metrics to outcomes, and proving the business impact of CX.
Who’s It For?
This guide is for marketing leaders, CX professionals, and digital transformation teams who need to:
- Align data, tech, and teams around customer needs.
- Scale personalisation without burning resources.
- Prove the business value of customer experience.
Some of The Key Stats You’ll Discover
Not all data is useful. And not all useful data stays useful forever. The more accurate and relevant your data, the more personalised and valuable your experiences can be.
- Brands that excel at personalisation are 71% more likely to improve loyalty.
- Customer-obsessed organisations see 41% faster revenue growth.
- Mature teams spend 80% of their time optimising, 20% building new.
Download Our Customer Journey Playbook
A practical guide to delivering better customer experiences, in a format you can read in your own time, revisit whenever you need it, and share easily with your team.
