Search for tag: "forrester research"

Learn How to Use Customer-Level Data to Shape Customer Journeys and Drive Loyalty

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…

From  50QHPYU842 50QHPYU842 on July 27th, 2018 8 plays

20 Years In: The State of the CX Profession

While CX professionals have finally reached the boardroom, they must pick up steam to master the tools, techniques & customers of tomorrow.

From  50QKF2525J 50QKF2525J on July 12th, 2018 83 plays