#75 – AI, Omnichannel Content Strategy & Journey Mapping with Noz Urbina [Video]

🎙️ Who is Noz Urbina?
Noz Urbina is a content value designer, strategist, and podcaster who specializes in helping enterprises leverage AI and omnichannel for building brands that have relationships with their customers and to foster communities digitally. He has over 14 years of experience in content strategy and customer experience consultancy, where he is a pioneer in adaptive content modelling for delivering personalized, contextually relevant content experiences in an omnichannel environment. Noz has coached teams, developed processes, and spearheaded solutions for some of the world’s largest organizations such as Eli Lilly Pharmaceuticals, Barclays Bank, Microsoft, and many more. He is also the founder of Urbina Consulting and OmnichannelX.digital, where he facilitates community learning and enables cross-industry collaboration. Noz is well-known for his work on customer journey mapping, structured content, project planning and scoping, and high-tech product evangelism.

💡 In this episode…
… we discuss how AI is enhancing content creation and the entire content life cycle, specifically in journey mapping, persona creation, and lead scoring. Noz also shares insights on building adaptable AI frameworks, optimizing customer engagement through omnichannel design, and measuring success in patient-centered content projects.

⏳ Chapters
00:00:00 – Introduction
00:00:55 – Omnichannel Content Strategy, AI Advocacy, and Risks
00:03:45 – From Semantic Content Standards to AI Acceleration
00:10:21 – AI’s Impact on Content Creation
00:13:11 – Enhancing the Entire Content Life Cycle
00:20:19 – AI for Knowledge Access and Distributed Intelligence in Organizations
00:24:48 – Building adaptable AI frameworks for customer journey mapping
00:29:41 – Enhancing UX through AI-Powered Persona Journeys
00:31:18 – Optimizing Journey Mapping
00:34:18 – The Role of Human Interaction in Data Analysis and Persona Creation
00:39:19 – Successful Journey Mapping and Omnichannel Processes for User-Centric Content Design
00:42:08 – Using AI to Develop Patient-Focused Medical Content
00:46:30 – Measuring Success in Patient-Centered Content Projects with Noz Urbina
00:47:21 – Measuring and Improving Customer Experience in Software
00:49:49 – Optimizing Search Results and Lead Scoring
00:50:58 – Measuring and Optimizing Customer Engagement through Omnichannel Design
00:54:10 – Omnichannel, Metrics and the Future of Technology
00:59:29 – Augmented Reality
01:00:53 – Practical Tech Applications and Excitement around AR and Metaverse
01:02:06 – Navigating the Consequences of Truth Collapse
01:02:06 – Exploring Truth Collapse and the Erosion of Trust

Noz Urbina: https://www.linkedin.com/in/nozurbina/
Urbina Consulting: https://urbinaconsulting.com/
Omnichannel X: https://www.omnichannelx.digital/

Thomas Bustos: https://www.linkedin.com/in/thomasbustos/
Artistic Direction & Video: Maxence Kerhoas

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