B102: Defining the Digital Customer Journey & Owning the Micro-Moment

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
11:15 – 12:00

This presentation describes how to create a technical framework and vision for customer journeys in an omni-channel environment using IVR, mobile apps, text, and chat-based interactions. It also looks at how to own the micro-moment (defined as the instant when customers determine preferences and make decisions). See real-world examples of how companies deploy the technology, services, solutions, and platforms needed to bring next-generation customer journeys to life with insights attendees can readily apply to their own enterprises.

Presented by: Tara Kelly