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Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer , but also notes that one of the biggest challenges to success is a lack of cooperation across the organization.
Chances are, you already know how customers interact in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots’ resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.
Attendees will hear several powerful case studies illustrating how cross-channel customer experience analytics is delivering multi-million dollar insights and enabling organizations to finally understand their customers as individuals rather than a series of individual transactions.