Learn How to Use Customer-Level Data to Shape Customer Journeys and Drive Loyalty
From 50QHPYU842 50QHPYU842 on July 27th, 2018
Firms aspire to the benefits of a customer journey focus but struggle to achieve them because of obstacles in four realms: approach, ownership, tools, and culture. A shift in focus from channels and individual touchpoints to the flow of journeys across touchpoints, silos, policies, and procedures helps companies reveal hidden aspects of customers’ experiences, discover deeper causes of problems in the experience, clarify who must detect and act on critical events in the journey, measure continuously to spot trends and patterns, identify when parallel journeys have impact on each other, and detect the cumulative effects of consecutive journeys. Join IBM, and Forrester Research, in this upcoming webinar, and learn to drive customer-centric change, companies must not only fuse the right data across the customer journey (mindset data, behavioral data, operational data, employee data), but also pick the right metrics for individual touchpoints, handoffs, and entire journeys.