Session abstract: A seamless customer experience remains the holy grail for many organizations. Approaches like design thinking, customer journey mapping, and experience design all help bring us closer to understanding the customer and building a unique, relevant experience for them. But at the same time, it’s getting more complex – programmatic marketing sets the expectation of 1:1 behaviorally-targeted marketing while the ever- changing digital landscape makes executional agility an imperative to success. This workshop will examine what it takes to have a holistic, robust strategy that delivers real-time, relevant customer experiences.
Charlene Li, Principal Analyst, Altimeter, a Prophet Company"