Your customers already expect you to have a connected customer journey. They don’t care that there are multiple teams within your business. That’s because they don’t see those teams, they only see one thing. Your brand. To meet customer needs and expectations, you need to listen everywhere and understand what all of your customer feedback means as a whole, not just within each channel.
We heard from David Hudspeth, Senior Manager, Customer Service & Fulfillment at Shoe Carnival, and Koren Stucki, Vice President, VoC at Verint, as they discussed the world of connected customer journeys including how to listen across and build omnichannel experiences.
Watch this session to learn:
- Best practices for building connected customer journeys.
- How bots can bridge the gap between digital and in-person customer experiences.
- How to operationalize insights from surveys and other customer feedback.