There is a gap between the experiences brands deliver and what their customers actually want.
To combat this, companies are shifting their strategies – based on insights and a journey framework.
In this webinar replay, Forrester VP and Principal Analyst, Joana de Quintanilha, shares why journey-centricity is pivotal in driving customer loyalty and business success.
WATCH THIS WEBINAR REPLAY TO UNDERSTAND:
● What it means to be customer-obsessed in today’s martech landscape
● Why shifting to a customer journey approach will deliver on short- and long-term company goals and better customer loyalty
● How having access to the right data and technology improves CX
● The power of emotions in journeys
Your Guest Speaker:
Joana de Quintanilha, VP and Principal Analyst
Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.