Delighting Customers: Using Customer Journey Maps to Meet Growth Objectives

活动简介

Recent Salesforce research suggests that 73% of customers expect brands to understand their unique needs and expectations yet roughly 39% of customers feel that brands actually do this.

Becoming a customer-centric organization doesn't happen overnight. To learn the pain points your customers have and the problems to solve, you need to establish meaningful connections with them, improve their experience, and create trust in order to build loyalty. One of the most powerful ways to achieve this is by understanding the customer journey and how it aligns with your internal organization.

In this session of Business Bites, we'll hear from Chief Customer Officer Mary Ann Bianco sharing real-life experiences developing customer excellence programs across all phases of the customer lifecycle at Uniphore and Oracle. Mary Ann will explain how the customer journey shows opportunity areas for growth by illustrating gaps and calling out areas where resources may or may not be aligned. She'll be joined by Product Strategist Shelley Iocona sharing how customer research and discovery is used to gather data-driven customer insights for new product development, existing product optimization, and internal and external communications.

You'll walk away with knowledge of how to start the customer journey process and partner with strategic functions in your organization effectively so that growth objectives can be realized. There will be an opportunity for Q+A so come with questions for this engaging event!