Delivering a unified and comprehensive view of your customer experience in an Omnichannel world is critical to the success of any enterprise CX program. This is even more critical as your customers shift their interactions from traditional channels into digital touchpoints. The prevalence of these digital touchpoints means that companies are now accumulating an unheard-of volume of data about their customers. But leading companies do more than capture data: they combine the “what” and the “why” through targeted in-the-moment feedback collection, within and across channels, to drive improvement and fuel innovation. This session will detail how customers across the globe have adopted 5 key principals to harness digital feedback, identify insights and drive innovation.
Darren Bowman, Senior Solutions Consultant, Medallia