Today’s perpetually connected consumer uses multiple channels and touchpoints to discover, explore, buy, and engage with companies. Call centers, mobile apps, websites, social media, stores and kiosks all play a critical role in the overall customer journey.
Most companies today manage these journeys from organizational silos that are not ‘context aware’ of the customer or their journey. This results in an impersonal experience leading to dissatisfied customers and inefficient use of resources.
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VP of Product and Solutions Marketing