Behind the Curtain: The Psychology of Your Customer Journey

Presented by

Robin Gareiss, CEO and Principal Research Analyst, Metrigy

About this talk

What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse. It can help customers and also give you a view of what it took for them to get to resolution. But it also can inject frustration and problems. That's why it's important to use technology the right way--one that delivers a successful and always-improving journey. During this webinar, you'll learn: - What are customer expectations for a great journey, and what frustrates them? - How can you leverage technology to both serve them and inform you? - How can you pair the right technology with each customer, customized to maximize satisfaction and other business metrics?

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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.