A Customer Experience Perspective - The Past, Present & Future

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We are in a constant changing business environment, where the emphasis is on how a customer’s needs and requirements are continuing to evolve. Today, we are in the ‘Age of the Consumer’ where the customer is in control of the information they want, when they want it and on the channel of their choice. Customers want a complete, end-to-end experience, rather than have a fragmented and unfulfilled communication journey. Customer experience has become the new battleground to acquire and retain customers.

Attend this webinar to hear from Ryan Hart, Principal Analyst Services CX Professionals with Forrester Research as he discusses:

  • What is CX and why is it important for companies to invest in this strategy
  • Statistics on North American companies that have invested in a CX Strategy
  • Current expectations of the customer & understanding the first step in improving customer experiences through journey maps

Andy Hellard, Product Marketing Manager with Quadient will then take a deep dive into understanding your customers through journey maps and why it is important to understand how your customers interact with your organization.