In today's competitive marketplace, customer loyalty is key to success. To ensure customers remain engaged and loyal, marketers must shift to a journey-centric culture. This involves understanding the customer's intent and the context of their interactions, as well as their emotions and level of engagement. Doing this will help marketers create a great experience and deliver exceptional customer experiences and business results.
Andy Gremett, director of product marketing at Treasure Data, and Joana de Quintanilha, VP and principal analyst at Forrester, provide insights on how to transform customer journeys for better CX and results. After their session, you will be able to draw on the examples of companies that have used customer journeys to improve experiences and list the technologies necessary to facilitate a connected customer journey.
The three advantages of focusing on journey-centricity are:
- Insights into customers' intent and context.
- A better understanding of their emotions and engagement.
- A personalised customer experience.
By embracing journey-centricity, marketers can ensure customers remain loyal and engaged, leading to increased business results. Tune in to the session today to learn how to apply these advantages to your business.
Originally reported by Martech: https://martech.org/reasons-why-you-need-to-embrace-journey-centricity/
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