Customer Experience Management (CEM)

Five Best Practices for Understanding Customer Journeys

Provided by IBM

Category Customer Experience Management (CEM)

Type White Paper

Length 12

Publish Date August 11 2017

Date posted November 09 2017

Overview

In the digital age, the explosion of mobile devices has handed power back to the customers allowing them to interact with businesses at anytime from anywhere. However, to ensure customer loyalty and retention organisations need to focus on the importance of customer experience by providing them a high-quality, consistent service. This paper discusses the tools organisations need to put in place and outlines five best practices for understanding the customer journey.

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