CUSTOMER FIRST: PERSONALIZING THE CUSTOMER-CARE JOURNEY
This compendium’s four articles showcase what is possible when companies put the customer first.
“How to capture what the customer wants” discusses an overarching strategy to map the omnichannel journeys of customers. Companies must first understand what matters most to their customers
before they can design an engaging customer experience. By having the customers themselves help design the experience process and using data across touchpoints to personalize the experience,
companies can build a better customer journey.