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Description
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:
- Understand the importance of building a measurement framework for assessing journey performance.
- Learn a five-step process for building a journey measurement framework.
- Get tips on how to get started with journey measurement.
Target audience level: all levels
Vendors mentioned: Kitewheel, Medallia, NICE, and Verint Systems.
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