Orchestrate Journeys for Stronger Customer Relationships
Joana de Quintanilha, VP, Principal Analyst, Forrester
As our digital world continues to evolve, customers are continually relearning how to interact with brands. Whether it’s at home on digital channels, in shops re-designed for new health and safety guidelines or on the phone working remotely, being able to make decisions in the moment is a game changer. Join this session to learn how journey orchestration can help your firm understand new customer behaviours as they happen.
In this session, you’ll learn how to do the following:
- Focus on retaining existing customers
- Direct customers to happier paths
- Help employees working from home to nurture new customer relationships
Presentation Deck