Customer journeys tell us what contacts are doing, thinking and feeling; the touchpoints they use; and the people they interact with. As such, customer journey work is critical to engage contacts and improve the bottom line - but it's easier said than done.
Download this commissioned study by Forrester Consulting on behalf of IBM, and learn how you can understand what your customers want and need, and serve them best in that context. Get recommendations for:
- Investing in customer journey technology that empowers engagement
- Using journey data to inform strategic and transformative change
- Cultivating an analytical approach across the organization
- Creating a sharing culture dedicated to optimizing customers’ experiences