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Why Having A Cross-Channel View Is Critical To Your CX Transformation

On-demand

Faith Adams, Marshall Kirkpatrick

Did you know Customer Experience (CX) is the #1 topic Forrester customers ask their analysts about?

It’s no wonder given today’s socially-savvy customer. Engagement crosses multiple channels and lines of business and the ability to understand their journey is a challenge for even the most advanced companies. This happens when organizations approach CX in a disconnected way, with multiple silos running their own efforts.

To drive CX transformation, leaders must deliver the ability to connect the data dots and present a unified view. We sat down with guest speaker Faith Adams, Senior Analyst at Forrester, to explore why having broader CX intelligence is key to delivering happy customers.

Speakers

Faith Adams

Senior Analyst

Forrester

Marshall Kirkpatrick

VP, Influencer & Analyst Relations

Sprinklr

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