Customer engagement leaders are responsible for creating and improving customer interactions for all products and services in order to ensure the highest possible loyalty and satisfaction. Join our foundational session on customer engagement for an overview of core SiriusDecisions concepts, frameworks and terminology.
In this session, you will walk away with an understanding of:
the concept of customer engagement, how to help define customer needs and how to overcome engagement challenges
key priorities such as customer engagement and business case and measurement, customer lifecycle and retention, customer advocacy and references, customer insights and analytics, and customer engagement functional design and development
SiriusDecisions models and frameworks, such as the Customer Lifecycle Framework, the Customer Experience Design Framework and more
Melissa Archambault Research Director, Customer Engagement Strategies