You need to improve customer experience, but where should you focus your efforts? You know customer journeys matter, but unless your company is the exception, you probably don’t know how well each customer journey performs. The solution is to evolve from traditional CX measurement to journey measurement, so you can better assess and predict journey performance.
Watch this information-packed on-demand webinar featuring Forrester VP and Principal Analyst, Joana van den Brink-Quintanilha, to:
- Understand the importance of building a measurement framework for assessing journey performance
- Learn a five-step process for building a journey measurement framework
- Get actionable tips on how to get started with journey measurement to improve your existing CX measurement program
Joana de Quintanilha
VP and Principal Analyst