Transform Customer Experience With Continuous Optimization

September 15th, 2015

James McCormick

Samantha Ngo

With contributors:

Mary Pilecki , Emily Miller , Rachel Birrell

Summary

Competing for empowered customers and their shifting digital expectations means that firms must evolve their online experiences by using customer data to constantly optimize digital interactions. Customer insights (CI) pros must meet this need by boosting their digital intelligence practices with continuous optimization — a process that seeks to repeatedly learn from every customer interaction with the aim of continually improving the treatment delivered in future interactions. This report defines what continuous optimization is and describes strategies to achieve it.

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