Hybrid customer journeys
COVID-19 is accelerating the transformation of B2B customer journeys towards digital.
This is why you need hybrid customer journey design in your B2B business
More than 60% of your customers’ journey is already done online and self-guided. Customers are confident using online sources for defining their relevant set of suppliers.
You have to be where your customers are to make sure not to miss out on important touchpoints.
Hybrid customer journey design will help you to discover your customers’ hideaways on their journey to capture all relevant sales leads and opportunities.


This is what is required to get your customer journeys up to date
Make them more hybrid, covering all relevant online and offline touchpoints: Be online when and where your customers are online, don’t miss classical sources for lead generation and arrange for consistent messaging across all touchpoints.
Hybrid customer journeys
Hybrid journey mapping and design means understanding and organizing all online and offline sources and touchpoints your customers use on their way from exploring potential sources of supply to buying, sourcing and rebuying.
Obviously social media is getting more important in the early phases of your customers’ journey.
And your website has turned from an online image brochure into your hub for all online and offline communication to transform leads into prospects, prospects into business and customers into loyal customers.
Value communication on these sources has to be well coordinated with classical media, fairs, and your face-to-face customer contacts, which can be supported by digital tools, like digital sales optimization platforms or our DigiSEP Digital Sales Enablement Platform.
Your customer journeys have to embrace and orchestrate all these new communication opportunities.
Our Support on your way to a hybrid customer customer experience
See where you can improve the customer experience
We build on cross-functional and hybrid customer journey mapping and customer experience design.
Customer journey mapping
In a cross-functional Marketing & Sales workshop you will map your today’s customer journeys and understand where you can improve customer experience to create leads and turn them into profitable business and loyal customers.
Customer interviews
We can start the customer journey design with the voice of your customers. In-depth interviews with selected customers will reveal your customers’ perception, their pain points on their journey and where and how you can improve your customers’ experience.
start with a small step …
Optimizing your customers’ journey will definitely take time and may also be a complex undertaking. But you can start with a small step:
Whether based on customer interviews or not: Our Customer Journey Mapping and Design Workshop will help you create hybrid customer journeys that will tap the potentials of digitalization and cross-functional collaboration in line with our double loop pricnciples.