Retail Customer Journey Mapping

Challenge‍

A multi-channel retailer was struggling with disconnected customer touchpoints across their online store, mobile app, and physical locations. Customers experienced inconsistent interactions, the company lacked visibility into cross-channel behavior, and marketing efforts weren't coordinated effectively across platforms.

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Solution

An AI customer journey tracking and optimization system using Claude API and n8n that:

• Created unified customer profiles combining data from all channels
• Identified typical customer journeys and key decision points
• Detected drop-off points and friction in the purchase process
• Enabled consistent personalization across all touchpoints
• Provided real-time recommendations for next-best-actions
• Generated insights to improve merchandising and inventory decisions

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Implementation

‍The implementation spanned 6 weeks and included:

1. Data integration across point-of-sale, e-commerce, mobile app, and loyalty systems
2. Customer identity resolution to create unified profiles
3. Journey mapping and analysis model development
4. Setup of real-time recommendation engines
5. Staff training on using journey insights for customer interaction

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Results

• 37% increase in cross-channel conversion as friction points were identified and resolved
• 29% improvement in customer retention through more consistent experiences
• 1.5 FTE saved in marketing operations and analysis
• 42% increase in average customer lifetime value for omnichannel shoppers

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Privacy Compliance

The system was designed with privacy by design, including clear consent mechanisms and data processing agreements compliant with GDPR and other relevant regulations.

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