If It’s Broken, Fix It: How to Mend Customer Journeys

March 5, 2015
Daniel Hong, Senior Director Product Marketing Strategy

I recently led a workshop with our CMO Kathy Juve at the Customer Response Summit, on the topic “If it’s Broken, Fix It.” As we all know these types of workshops tend to evolve into a big group therapy session where enterprise practitioners talk about their daily struggles and latest projects with their peers. It’s cathartic in many ways and helps create a collaborative environment where out-of-the-box thinking is used to help overcome technology and business hurdles in the enterprise. That was precisely what we set out to create in our workshop.

What was most interesting to me were the very animated discussions around how to derive value from digital engagement and how to connect the dots in a customer journey. It wasn’t so much about the technology challenges as it was the business impacts. Practitioners struggled to convey in their discussions.

On Thursday, March 19 at 11:00AM CDT, I’ll be talking about this with Chad McDaniel of Execs in the Know and Yogena Austin of Duke Energy, in an Execs in the Know webinar.

Attend and you’ll learn how Duke Energy, the largest electric power holding company in the United States, developed a strategic vision for digital customer engagement and successfully executed against that in technology and business.

We’ll cover:

• What digital means to the enterprise

• Next generation customer journeys that leverage orchestration

• The business impact of virtual agents

• Tracking the right metrics and analytics in digital

Register now for the webinar “If It’s Broken, Fix It: Mending Broken Customer Journeys Through Digital Transformation.”

Daniel Hong, Senior Director Product Marketing Strategy
Daniel Hong, Senior Director Product Marketing Strategy

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