Designing a World-Class Digital Customer Experience Program
In the digital age, many key moments of truth for your customers are happening online.
This means that more and more of your consumers, brand perceptions and attitudes will be based on purely digital interactions (in-app, website, wearable tech, etc.). This has made understanding your customers’ digital interactions an essential part of any customer experience program. As we move into the future, this trend will continue.
Understand the "Why" behind site behavior
Learn best practices around potential leading indicators, how to conduct journey specific research in digital environments, and how to take action on this data to drive change within your digital environments.
What you will learn from this ebook:
- Tracking and diagnosing potential problems
- Gaining actionable insights to fix digital experiences
- Targeting the right visitors at the right moment
- In-journey research best practices
- Sampling best practices
- Closing the loop
- Prioritising efforts
- Technology play