In this last tab of the Customer Details we can see customer experience designed by the brand teams specifically for this customer. The Customer experience is built by selecting from the inherited Product Plans the touchpoints that are relevant for the current customer based on their Personas and Segments.

The Campaign Tab shows all the touchpoints planned for the customer, not only the ones that need to be delivered by the individual. The purpose is to give the REP/MSL an overview of the planned engagement for that customer across channels and functions with the aim to facilitae a better orchestration.

                                                      Tailored Customer Experience

The Customer Experience graph shows the sequence of touchpoints planned for that customer and broken down by functions. Each segment of the graph represents a week, so that we can understand what touchpoints will have to be delivered each week.

When hovering the mouse over a touchpoint we can see the name of the touchpoint, the Team which has to deliver it and the period of time during which this touchpoint should be delivered.

For more information on the touchpoint we need to click on it:

                               Touchpoint popup

A pop-up window appears displaying additional information for the touchpoint:

• The channel on which it has to be delivered
• The Communication Objectives and Messages to be delivered in the touchpoint
• The Content Assets to be used in the communication.