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S7. Omnichannel Member Journey (Momo)

Published 2026-05-14Updated 2026-06-301 min read

1. URL · Persona​

  • /journey · P4 (CS · CRM)

2. Data Mix​

  • SearchEvent · CartEvent · OrderTransaction · LiveStream viewing · LiveStreamPurchase · TVPurchase · Touchpoint · Coupon · DeliverySLA

3. Output UI​

  • Swimlane (App · Live · TV · Messenger · Delivery)
  • Live-broadcast pin events highlighted
  • Red dot on delivery breach

4. Demo Scenarios​

  1. 90-day journey of a live-impulse buyer → App search → 5 live views → 3 purchases
  2. 24-hour delivery breach → CS chat → 5-point NPS drop
  3. New → Active → Loyalty conversion triggers