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