At our webinar, “3 Rules for Optimizing Cross-Touchpoint Journeys,” guest speaker Tony Costa from Forrester Research, Inc. and Joe Lalli from Broadridge Customer Communications reviewed the current state of customer experience and the value of shifting from managing individual customer interactions to a customer journey focus.
View the webinar and discover:
- How customer expectations are changing as they engage with brands using a multitude of channels
- What the consequences are for failing to enable cross-touchpoint transitions in your customer experience
- Forrester’s three rules for optimizing cross-touchpoint journeys: 1) Don’t try to please everyone; 2) Optimize the journey, not the touchpoint; and 3) Manage the transitions.