Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
In this e-book, you’ll discover
1. How next-generation cloud technologies such
as customer journey mapping platforms and
advanced analytics are poised to transform the
2. The top operational and technical challenges
that next-generation cloud technologies tackle.
3. Examples of how companies can tap into
next-gen cloud technologies to elevate the
Achieve your campaign performance goals by successfully mapping campaigns to the right engagement opportunities. With ever changing customer expectations and behaviors in the new Guided Economy, engage your customers throughout their online journey.
By mapping campaigns to customer engagements, digital channels are used to help guide customers to conversion through a campaign centered approach.
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
Published By: Qualtrics
Published Date: Oct 02, 2018
Customer journey mapping is a major component of any customer experience program.
Of course, a key part of mapping the customer experience includes identifying key moments of
truth or moments of consumer brand interaction that shape brand perception and loyalty.
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. “It has been
said that VOC programs without a web presence engage only 2% to 10% of those who interact
with their website” (marketing sherpa). As we move into the future, this trend will continue.
We know that mobile is an inherent part of today’s digital experience. Global mobile and tablet
internet usage just exceeded desktop use for the first time (GS StatCoun
More data means more opportunities to discover powerful, actionable insights around customers, internal processes, and the broad market. Unfortunately, legacy IT architectures and approaches can block progressive analytics efforts.
That leaves a lot of room for improvement, and the learning and investment curve for starting in analytics can be steep. However, tending to three core steps will prove immensely helpful on this journey:
• Establishing an organizational foundation
• Mapping the data pipeline
• Transitioning analytics proofs of concept into production
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