Summary
Every journey presents an opportunity to build or diminish value for your customer and your firm. By gaining a deep understanding of customer journeys, brands can identify and address issues and optimize the value of customer journeys. This video features insights from a Forrester journey benchmarking study for three industries: banking, telecommunications, and utilities. The video explores how different brands and journeys perform, what the key drivers of journey performance are, and how individual journey performance impacts brand performance.
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