The customer journey in today’s digital world is complex, with interactions spanning many different applications, data sources, channels, and devices. Staying relevant with customers requires businesses to gain a holistic picture into their journeys, accessing real-time and unified insights about customers, and engaging with them at the right time and right place. By enabling customer-facing employees to harness customer insights, enterprises can transform the customer journey from producing static interactions to ones where actionable information is presented throughout the process.
Companies everywhere must adopt an enterprise journey approach. So, we sat down with leading industry analyst Mila D’Antonio of Omdia (formerly Ovum) to discuss delivering continuity of experience no matter when, where, and how a customer interacts with you. With 73% of companies at risk of failing to meet customers’ expectations, it's time to move beyond understanding single interactions to truly understanding all of the collective touch points in each customer's journey. Watch the replay to learn about:
- Challenges and opportunities around creating connected customer journeys
- Enabling omnichannel communications & end-to-end customer engagement
- Technologies and capabilities that are unifying siloed data, organizational disparities, and channels and devices
- How journey data is improving the contact center’s ability to guide interactions and make proactive decisions
Wednesday, April 29, 2020
11:00 AM PT / 2:00 PM ET