Customer Understanding Is Vital to an Enhanced Customer Experience
Ricardas Montvila, VP Global Strategy, Mapp
Today, all brands are striving to improve digital customer experiences in order to engage with customers, grow revenue, and increase profits. Unfortunately, many brands struggle to turn customer insights into experiences that deliver a mutual value exchange. To succeed, organisations must ensure they take the time to define their strategy before they implement the technology solutions that will help them monetise their CX/digital programs. Mapp Digital and Forrester have conducted a piece of research which evaluates how companies, both small and enterprise, are gathering and analysing customer insights to improve the customer experience, and streamlining to make it profitable. In this masterclass, Ric will share key findings from this report and provide a path for creating an insight-led digital marketing function in your organisation.