AI & Omnichannel Mapping with Noz Urbina (#747)

Anatolii Ulitovskyi, Noz Urbina
AI & Omnichannel Mapping with Noz Urbina (#747)
Duration: 47:48
Believe you can because you can!
Believe you can because you can!
AI & Omnichannel Mapping with Noz Urbina (#747)

AI is revolutionizing the customer experience.

Remember Spotify’s personalized playlists?

Their AI-driven approach to understanding listener preferences was a game-changer in music streaming.

It’s a stellar example of using AI to enhance user engagement.

Welcome to the UNmiss podcast.

Today, we’re joined by Noz Urbina, a pioneer in AI and omnichannel journey mapping.

The Power of AI in Understanding Customers

Understanding customers is evolving.

A study by Salesforce reveals that 76% of customers expect companies to understand their needs.

Noz delves into how AI is reshaping this understanding through advanced analytics.

Creating Personas with AI

Personas are more than just profiles.

Gartner reports that organizations using personas achieve 2-5 times better marketing outcomes.

Noz discusses the role of AI in creating dynamic, data-driven personas.

Mapping the Omnichannel Journey

Omnichannel isn’t a buzzword; it’s a necessity.

According to Harvard Business Review, customers use an average of six touchpoints, with nearly 50% regularly using more than four.

Noz explains how AI helps in mapping these complex customer journeys.

Integrating AI into Omnichannel Strategies

Seamless integration is vital.

A study by IDC predicts that by 2022, AI will automate and augment 45% of repetitive work tasks.

Noz shares insights on effectively integrating AI into omnichannel strategies.

Measuring Success in AI-Driven Strategies

Success measurement is evolving with AI.

Metrics go beyond just sales; they include engagement, satisfaction, and predictive behavior analytics.

Noz talks about the new KPIs for measuring the success of AI-driven strategies.

Challenges and Opportunities

With opportunities come challenges.

Data privacy and the ethical use of AI are significant considerations.

Noz addresses these challenges and explores the opportunities AI presents in marketing.


Join us for an insightful conversation with Noz Urbina on the UNmiss podcast.

Gain a deeper understanding of how AI, combined with omnichannel journey mapping, creates a new frontier in customer experience.

Discover the future of digital marketing strategy with Noz Urbina’s expert insights.


  1. What is AI’s role in omnichannel journey mapping?

AI plays a crucial role in analyzing customer data across channels, helping map a comprehensive journey. It can predict customer needs and preferences, enhancing the personalization of their experience.

  1. How do personas benefit omnichannel marketing?

Personas help in understanding different customer segments. They allow marketers to tailor messages and experiences for each segment across various channels, making marketing efforts more relevant and effective.

  1. Can small businesses implement omnichannel strategies effectively?

Yes, small businesses can implement omnichannel strategies by focusing on consistent customer experiences across their available channels, whether social media, email, or in-store interactions.

  1. What are the challenges in creating accurate customer personas?

Challenges include gathering sufficient and accurate customer data, understanding customers’ changing preferences, and avoiding stereotypes to ensure personas truly represent your audience.

  1. How does journey mapping improve customer experience?

Journey mapping provides insights into customer interactions at each touchpoint. Understanding this helps businesses improve customer experiences by addressing pain points and enhancing positive interactions.

  1. Is AI necessary for effective omnichannel marketing?

While not strictly necessary, AI significantly enhances omnichannel marketing. It provides deeper insights, automates processes, and personalizes customer interactions more efficiently than manual methods.

  1. How often should personas be updated?

Personas should be updated regularly, ideally every few months, to reflect changes in customer behavior, market trends, and the introduction of new products or services.

  1. What’s the best way to collect data for journey mapping?

The best way is to use a combination of customer surveys, website analytics, social media monitoring, and sales data to get a comprehensive view of the customer journey.

  1. Can journey mapping be done without advanced technology?

Yes, it can be done manually, especially for smaller businesses. However, technology like AI can make the process more efficient and provide deeper insights.

  1. What future trends should we expect in AI and omnichannel marketing?

Expect more advanced predictive analytics, increased use of AI for real-time personalization, and further integration of virtual and augmented reality in the customer journey.

Learn more about Noz Urbina on the following resources: