Emilia Śledzińska

Understanding and optimizing the customer journey has become critical for creating meaningful, long-lasting relationships with customers. This presentation will explore the essentials of creating an effective customer journey map and demonstrate how to implement that journey in Salesforce Marketing Cloud. We’ll begin by guiding participants through the process of building a customer journey map that captures every touchpoint and interaction customers experience with a brand. By visualizing this journey, brands gain valuable insights into customer needs, expectations, and pain points, enabling them to create more targeted, engaging experiences. Following the mapping process, we’ll dive into Salesforce Marketing Cloud to show how to turn the journey map into an actionable, automated journey. From initial engagement to nurturing loyalty, participants will see how to leverage Salesforce’s tools to create, implement, and refine journeys that truly resonate with customers and maximize brand impact. Whether you’re new to customer journey mapping or experienced with Salesforce Marketing Cloud, this presentation will provide actionable insights to strengthen your approach to customer engagement.