Five Best Practices for Understanding Customer Journeys

An IBM 2015 E-Consultancy Customer Analytics Survey showed that 81 percent of consumer brands say they have a holistic view of their customers while only 37 percent of consumers believe their favorite retailer understands them. This gap can negatively impact customer satisfaction, overall sales and brand reputation.

Customers expect exceptional experiences and personalized service wherever
and whenever they contact an organization. Gaining a complete, cross-channel view of customer interactions can deliver profound business benefits for an organization—ranging from higher customer satisfaction, brand affinity and increased revenue to more effective customer acquisition and reduced operating costs.

All of this requires a solution to help organizations navigate the extremely complex
web of channel and device combinations. Organizations can gain a clear view of
the customer journey by following five best practices presented in this whitepaper.

Fill out the form on the right to read the whitepaper now.