Using data to personalize and deliver a more effortless customer experience.
In this episode, Mike and Paul are once again joined by Dan Magestro from West Monroe's Analytics practice to discuss "journey analytics", including the value of using data to help personalize customers' experiences by measuring and understanding the current experience and predicting and prescribing "next best actions" to deliver a more effortless experience.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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