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Exceptional Omnichannel Customer Experience: What it Looks Like, How to Achieve & Measure it

Live Wednesday, July 6 at 11am PT / 2pm ET

Exceptional Omnichannel Customer Experience: What it Looks Like, How to Achieve & Measure it

Today’s omnichannel customer experience world is proving challenging. Nearly 20% of brands in Forrester’s Customer Experience (CX) Index saw a decrease in CX quality.

Learn what it takes to build an omnichannel experience that meets your customers where they are – the purpose of their service journey. Three constituents have a prominent stake the omnichannel customer experience; Customers, Employees, and CFOs. While each constituent has a different view, there is a shift in focus that delivers benefits to each. That shift; from silos to journeys.

Join this live, hour-long webinar where Hank Brigman will share how each of the Four Stages of the CX Transformation Maturity Model increases journey focus. Specific examples will be cited that demonstrate how each stage advances benefits for the three constituents.

In this webinar you'll learn:

  • How to complete a Journey/Channel Capability Matrix (and why this is a better way to view channels)
  • The power of a name: How a simple silo name change dramatically improved outcomes
  • A more customer-centric way to measure customer experience