How to Create Exceptional Customer Experiences and Optimize Outcomes

Over two thirds of companies compete primarily on the basis of customer experience according to Gartner. The days of just tweaking experiences to be more customer-centric or efficient will no longer be enough to compete and win. Now is the time to take a more holistic approach to customer experience (CX), to take an approach that transforms outcomes for customers and the organization.

How? One approach is to resolve the conflict between silos and customer journeys that traverse horizontally across the silos.

In this live, hour-long webinar, Hank Brigman (SVP, Practice Lead, Service Journey Strategies) will share the Four Stages of the CX Transformation Maturity Model. This holistic view of CX maturity stages helps organizations identify their current stage, and the steps needed to advance in CX maturity and benefits. The final stage of maturity involves layering a “journey model” over the current silo structure, optimizing CX, results and the ability to compete and win.

In this webinar on-demand you’ll learn:

• How to develop a channel strategy that actually works for customers, employees and the bottom line
• How to incorporate emerging technologies
• How to compete and win in the journey economy