The importance of identity in creating persuasive user journeys

Whilst technology is increasingly allowing us to interact and engage 24/7/365, at home, work, out and about and in most places round the world, it is mostly seen as an enabler rather than an agent for persuasion. Many would argue that the growth of digital and social technologies puts the user back in control however, we'll argue it actually gives brand marketers more touchpoints to influence audience behaviour. A multi-channel customer journey is a fragmented complex affair that doesn't sit neatly with broad socio-economic definitions. To be commercially effective in a multi-channel world, the disciplines of user experience, ethnography and tribal behaviours have never been more important. Unlocking group behaviours that may sit across age groups, earning power or household size is the key to developing persuasive destinations that drive audiences to take action.