Summary
When uncertainty is rampant and customers are having to relearn how to interact with brands — at home on digital channels, in stores redesigned around new health and safety rules, and on the phone with agents working remotely — being able to make decisions in the moment is a game changer. Our research for customer experience (CX) pros shows that journey orchestration — which enables real-time decisioning across channels — is critical to crisis preparedness and recovery.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).