MKTG 448 Lecture Notes - Lecture 2: Web Conferencing, Customer Engagement, Forrester Research
Document Summary
What elements comprise each one: what are the speaker"s recommendations for a company/organization that wants to get started with a. Andrew reise : cx thought leaders and transformation experts that have been working with fortune 1000 clietns since 2004. We authored on cx and have contributed to over. 70 publications from forrester research, gartner and temkin group. If a customer says it, writes it, or clicks it, we help our cistomer listen, analyze. 70% of online shoppers abandon their cart. U wanna understand customers thought process and correlates back together. What is important,narrowing down on that focus, ujderstant metrics and. Biggest challenge = disconnected listening / organizational silos experiences. Since data isn"t shared insights are lost and customers leave. What are you putting out as expectations for your customers. Are most important to customer and influence purchase/loyalty decisions. Deliver the desired experience and create value for consumer and company.
