Latest / The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX
#855: Fullstory President Jason Wolf on moving from observation to actively assisting digital customers
What's the bigger blind spot for most brands’ digital experience: knowing that a customer is struggling, or understanding why and being able to help them in that exact moment? Agility requires not just identifying customer friction quickly, but having the tools to resolve it in the moment. It’s about shortening the gap between insight and action to create better experiences, faster.
Today, we're going to talk about a strategic evolution in digital experience management: moving beyond passively observing user behavior to actively intervening and guiding users toward success, directly within…
The skinny
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