Top Ways to Influence and Optimize Customer Journey through Mobile Touchpoints

Available On Demand

Customer journeys are increasingly becoming blurry with so many channels and devices at their disposal. And the mobile channel, in particular, has caused a major in shift in how customers engage with companies. Adding complexity, each mobile customer’s habits and behavior is unpredictable, making it nearly impossible for businesses to anticipate future actions.

As customers move away from following traditional journeys, it’s more difficult for companies to know how to interact with them at each step. And missteps can stall an otherwise successful journey or make a customer turn to a competitor. Staying continually engaged with your customers through exceptional experiences in each mobile touchpoint can draw customers closer to the company’s goal.

In this webinar, Julie Ask from Forrester Research will share best practices and insight on how you can gain control over their customers’ decision-making and define/streamline their journeys through seamless mobile experiences.

What You’ll Learn:
1. How mobile moments and touchpoints fit into the customer journey
2. Mobile’s impact on customer journeys
3. How customer behavior and preferences impacts future decisions
4. What you can do to gain control or at least guide customers to stay on track of their journey with mobile experiences and engagements

Presenters:

Guest Speaker: Julie Ask, Vice President & Principal Analyst, Forrester Research
Karen He, Portfolio Marketing Manager, IBM Commerce


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