Description

Customer Experience Professionals know that they need to understand customers in order to design and deliver great customer experiences. They have an array of useful tools at their disposal to do it, from traditional market research studies to design personas to customer journey maps. However, this wide range of options makes it difficult to determine where and when to start down the path toward customer understanding.

In this Teleconference, attendees hear Forrester analysts who support Customer Experience Professionals discuss the benefits and challenges associated with common customer understanding tools and how to make them work together to paint a complete picture of customers and their experiences.

Agenda:

• What customer understanding tools do Customer Experience Professionals have at their disposal?
• What are the strengths and weaknesses of these individual tools?
• How do they fit together to paint a more complete picture of customers and their experiences?

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