Conference Session Replay

Valuing the Journey

Focus on the Journey, Not the Touchpoint, For Greatest Insight

Consulting firm McKinsey has found that many companies now embrace customer experience as a clear area of focus, but too many CX programs focus on measuring and improving individual customer touchpoints, instead of on understanding and optimizing the customer journeys. Learn from Global CX Practice Leader at McKinsey, Nicholas Maechler, why a customer journey focus delivers the greatest possible economic results, and explore how to design your program to focus where it counts.

Replay our conference session to learn about:

  • The pitfalls of focusing on improving customer touchpoints
  • Why improving the customer journey delivers greater economic benefits
  • How to focus your program for real results