The Building Blocks of a Unified Customer Experience

Duration: 45:01

When it comes to creating transformative customer experiences, support leaders are often the ones responsible for justifying technology investments. But usually, this transformational journey reaches beyond the four walls of support and requires a holistic “all-in” approach across many departments and lines of business.

The only way to create a truly relevant, scalable, and successful customer experience from end to end is to unify and measure it across every touchpoint. It’s time for support, marketing, education, and customer success departments to work together to make every interaction count.

Join Judith Platz, vice president of Customer Success and Support Research at TSIA, and Ben Hong, director of Customer Success at Coveo, for this prescriptive 45-minute webinar that will outline:

  • How departments can collaborate and gain a unified view of the customer journey.
  • What signals and metrics to track at every touchpoint of the customer journey, and how to make sense of them.
  • How a unified view of the customer journey helps support your LAER business model.
  • How Palo Alto Networks is unifying its customer interactions with AI-powered search and recommendations.

Presented by:

  • Ben Hong

    Director, Customer Success at Coveo

  • Judith Platz

    Vice President Research, Support Services at TSIA