Digital Transformation of the Omni-personal Customer Journey

Rebecca Schmitt (), Arnaud Rossi () and Albert Bensoussan ()

Chapter 5 in Omni-personal Luxury, 2022, pp 63-139 from Springer

Abstract: Abstract In this chapter, we derive a new omni-personal model to examine the transformation during the customer’s journey along the awareness, engagement, conversion, fulfillment and loyalty phases, up to the ultimate question of how to base that transformation on data. Here, you will also find omni-personal use cases and insights gained through experience and interviews with industry leaders.

Keywords: Digital transformation; Luxury; Customer centricity; Personalisation; Consumer behaviour; Customer experience; Customer journey; Awareness; Engagement; Conversion; Loyalty; Innovation; Omni-channel; Analytics; Customer relationship management (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-85769-1_5

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DOI: 10.1007/978-3-030-85769-1_5

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