The importance of delivering on customer expectations
The importance of delivering on customer expectations Building a Customer Experience Management Program
Listen: Measuring the customer journey
What is a customer journey map?
Developing a customer journey map
What to include on a journey map
Not all customer journeys are the same
Understanding micro journeys
Summary of Pillar 1
Analyze: Gaining a 360 degree view of the customer
Move beyond surveys to contextual conversations
Open APIs allow for full organization integration
Proactive customer support
Marketing automation
Summary of Pillar 2
Predict: Becoming predictive and anticipating needs
Tracking CEM success against financial metrics
Predictions driven by machine learning
Insights at the speed of business
Summary of Pillar 3