As companies gathered a comprehensive understanding of customer behaviors and journeys through traditional customer channels, they are now turning their efforts to digital touchpoints and striving to deliver the same level of insights across these increasingly important channels.
At CCW Europe 2021 we heard from Marek Grabowski, Customer Journeys Director, Orange as he provided practical insights into the approach and key steps of achieving that:
- Defining your digital customer journey: What’s the method and approach
- What are the key steps to manage digital customer journeys
- How to leverage self-service, Chatbot & Voicebot across your digital touchpoints
- What are the different analytical support to drive customer insights
- Speech/Text Analytics vs. AI & Machine Learning: What are the key lessons learned
- How to build the capabilities to drive end-to-end customer transformation
Catch up on these leading insights from CCW Europe 2021 here:
