This is CX, Episode 21: Personalizing the experience with journey analytics

In this episode, Mike and Paul discuss "journey analytics," including the value of using data to help personalize customers' experiences by measuring and understanding the current experience and predicting and prescribing "next best actions" to deliver a more effortless experience.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.