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Session 2: Understanding the Customer Experience Ecosystem to Succeed in the Age of the Customer
In order to succeed in today’s business climate, every part of the organization must come together to consistently deliver a great customer experience.In this webinar, guest speaker Megan Burns, Vice President and Principal Analyst at Forrester Research Inc., will share her latest research on why this is the case and how companies can do this effectively. Viewers will learn how customer experience affects customer loyalty, which drivers of the experience impact loyalty the most, and best practices for establishing a disciplined system for customer understanding. This underscores the...