Five best practices for understanding customer journeys

Provided by: IBM
Topic: Innovation
Format: PDF
Today’s digital consumer is engaged, empowered and mobile. To truly understand customers and provide the high-quality, consistent experience they expect at every touchpoint, brands must clearly understand how customers interact with them across a complex mixture of interactions. Most brands now recognise the importance of focusing on the customer experience and want to provide multichannel interactions that satisfy customer expectations.

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