Boost CX Quality By Using IoT In Customer Journeys

A complimentary Forrester webinar

Customers expect high-quality experiences from more than just mobile and digital touchpoints — great CX must also extend to physical products and environments.

But how can brands identify customer pain points during these physical interactions and solve them in real-time?

The Internet of Things (IoT) offers new ways for companies to sense and control physical experiences. By working alongside the CIO’s team, CX pros can build IoT technologies directly into customer journeys to garner insights and continuously optimize CX.

Key Takeaways

During this complimentary webinar, Forrester IoT expert Frank Gillett and CX expert David Truog discuss how CX and CIO teams can work closer together to:

  • Understand what kind of real-world data and control is available from using IoT across the customer journey.
  • Learn how to work with IoT data to get new customer insights.
  • Develop strategies to sense and automate customer journeys across the firm.

Thank you

Watch the on-demand webinar now.

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Frank Gillett

VP, Principal Analyst

David Truog

VP, Research Director