Developing Design KPIs for an Omnichannel Experience Strategy
summary
A pharma client migrates from reps to digital and reduced sales force by half, forcing a measurable omnichannel plan that blends qualitative research with an AI-driven ad serving pipeline (data-broker feeds, clustering to identify doctors). Work produces personas tied to leading and lagging KPIs, a predictive model that links journey steps to prescriptions, and automated orchestration (a 12-week email journey example with scored actions). Tools cited: HEART, Thunderhead customer journey analytics, CRM/email platforms.
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chapters (8)
- 0:00Introduction
- 4:15Design KPIs
- 7:00Burberry example
- 7:57Customer experience vs UX
- 10:25Systems thinking
- 18:01Global work
- 24:17Persona
- 27:06Ecosystems
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