Get access to a single webinar that is currently outside of your subscription.
Price: $300 (USD)
Partner with Forrester Research to get access to webinars, insights and frameworks aligned to your role. Shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it deliver value to customers? Meet short-term and long-term organizational goals? Help improve employee experience? Shine in make-or-break moments? Flow well for the customer? The solution: Evolve from traditional measurement to journey measurement. Learn how to build a metrics framework that helps assess and predict journey performance.
Key takeaways:
Target audience level: all levels
Vendors mentioned: Kitewheel, Medallia, NICE, and Verint Systems.
You'll receive an email with dialing and Webex instructions prior to the Webinar.
See the Webinar FAQs for answers to technical and other Webinar questions.
This report explains how to evolve from journey surveys to a system of end-of-journey metrics and in-journey signals that measure and predict journey performance.
This report provides illustrations of in-journey signals and end-of-journey success metrics for a B2B and a B2C journey; CX pros can use these as a starting point and inspiration for their journey measurement efforts.