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EM360 Podcast – Understanding CX with Chesley Smith

August 02, 2021

Why do you have to think in terms of journeys?

Most businesses understand the benefits and ROI of customer experience but are having difficulties adopting a customer-centric approach. What are the next steps your organization must take after understanding customer journey?

“Looking back at the past 9 years, we’ve spent a lot of time explaining to our existing and prospective clients, the value of journey analytics, of why something that happened yesterday will impact something that will happen tomorrow”, said Chesley Smith. Cut to today, journey analytics has been tossed around so much that it can mean everything and nothing. That is why we’ve adopted the term Journey IntelligenceTM because it’s not just analyzing what has happened to customers, but how can you look at the overall process and understand how it will impact your future.

In this insightful podcast from EM360, BryterCX Managing Director of Professional Services, Chesley Smith offers a simple and comprehensive understanding of customer experience, from its implementation to common roadblocks and ROI. Tune in on Spotify or
Apple Podcast

A great introduction to the world of Customer Experience, from common challenges to applications and understanding ROI.

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