The Drivers of CX success in financial services
Why market leaders use journey analytics
What you can do to optimize customer journeys
As the industry faces significant changes in operating models, competitive environment and buyer behavior, market leaders are innovating their way to customer experience success as a means of build competitive advantage.
In this webinar, Forrester Research’s Senior Analyst, Joana van den Brink-Quintanilha, will explain her research – the Customer Experience Index – and the drivers of success for Financial Services businesses in this arena. She will also reveal her latest research on journey analytics, and how you can measure and optimize customer journeys to achieve business success.
The webinar will cover examples from wealth and asset management, as well as other sectors including Joana’s previous experience in leading customer experience at Elsevier. Idio’s co-founder and CMO, Andrew Davies, will show examples of journey analytics in action, how predictive datasets are key to joining up the customer experience across channels, and how you can marry insight and execution to optimize results.