Track: Cloud
Consumers are constantly seeking and finding new ways to satisfy their needs. To remain competitive in a loyalty-scarce marketplace, successful firms are adopting a customer-obsessed operating model that balances value for the customer with the long-term value of the customer. In this session, Susan Macke, Principal Analyst at Forrester Research, will offer audience members a framework for evaluating customer behaviors and outcomes over time, along with actionable steps and metrics to fuel customer focus. You’ll walk away equipped to create amazing, data-driven customer experiences that deliver results.