Sean Albertson - Charles Schwab & Co., Inc.
Diane Magers - Customer Experience Professionals Association
Mark Nardone - PAN
Touch points occur throughout the customer journey and are essential tools for creating an integrated VoC program. In this panel, we’ll discuss how feedback across channels provides the information necessary for a comprehensive analytics program. In-store, online, and at every support interaction, we’ll learn how touch points are an opportunity to build a complete picture of the customer journey.
Topics may include:
- Real-time listening and data integration across touch points
- Increased customer loyalty through data mapping
- Fulfilling unmet customer needs