CX pros must advance their firm’s ability to define and measure emotion metrics and use this information to improve CX.
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Being able to measure how an interaction makes a customer feel is the only way for Customer Experience (CX) Pros to master emotional customer experience, prevent an epidemic of negative emotions, and validate design initiatives that aim to improve CX. However, the practice of measuring emotions for CX is nascent. In this Webinar, Maxie Schmidt-Subramanian explains how to create a CX measurement framework that helps you capture emotions in CX and drive business outcomes.
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Real-time interaction management (RTIM) delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. Assembling an effective RTIM ecosystem lays the foundation for enabling more immersive, invisible customer experiences. It's an enterprise challenge involving significant investments in both technology and people. Successful projects deliver long-term ROI.RTIM is more than a single technology platform. Your needs may dictate a centralized next best experience (NBX) decision engine, a customer journey orchestration (CJO) solution, a cross-channel marketing hub (CCMH), a personalization engine (PE), or a combination of these capabilities. This webinar helps you choose the right solution to meet your RTIM needs.Key takeaways: Understand the current RTIM landscape.Learn about different RTIM solutions (NBX, CJO, CCMH, and PE).Discover which RTIM capabilities are right for you.Hear best practices examples from leading firms.Vendors mentioned: Adobe, Dynamic Yield by Mastercard, Engage Hub, Genesys, HCLSoftware, Medallia, Microsoft, MoEngage, Monetate, NGDATA, Pegasystems, Salesforce, and SASTarget audience level: intermediate and advanced
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