Case Study: Global Strategy Consulting Company maps Gen Z and Millennial retail journeys with C5i

Digital Customer Journey Mapping for a Large Retailer

Global Strategy Consulting Company, a global strategy, consulting, and technology company, sought to map the digital customer journey for Generation Z and Millennial shoppers in the retail fashion industry across the US and UK. Their challenge was to identify the consumer’s path to purchase to better engage with them digitally, mapping triggers and evaluation parameters from the pre-purchase stage through to post-purchase feedback and loyalty opportunities. To address this, they engaged the vendor C5i for its customer journey mapping and analytics services.

C5i conducted a deep digital customer journey analysis, breaking down the process into three key moments: Pre-Purchase, the First Moment of Truth (Purchase), and the Second Moment of Truth (Post-Purchase). The solution provided key insights on the target demographics' purchase journey, identified the influencers they follow, and delivered a stage-wise sentiment breakdown. The outcome was a comprehensive customer journey map that identified opportunities for retailers to implement for a better experience, creating a valuable feedback loop from post-purchase comments.