Case Study: a leading technology products firm maps the digital laptop buyer journey with C5i

Digital Customer Journey Mapping for a Leading Technology Products Firm

A leading technology products firm sought to map the end-to-end digital customer journey for laptop buyers in the US to better understand consumer interactions through the purchase funnel. To address this challenge, they partnered with the AI and analytics provider C5i.

C5i implemented a solution using social intelligence and NLP algorithms to analyze data from various digital platforms. They broke down the journey into three key touchpoints and analyzed sentiment to derive insights. The outcome identified that laptop design and specs are top evaluation factors, while shopping convenience and post-purchase service are crucial for delight and building brand loyalty.