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Retail’s Incremental Total Experience Shift: Select Brands See Significant Improvement

Forrester assessed 41 major US retailers for our Total Experience Score to determine how well brands win and serve customers. Retailers have work to do: the average Total Experience score across all retailers was a mere 59.1 on a 100-point scale. Still... Read more – ‘Retail’s Incremental Total Experience Shift: Select Brands See Significant Improvement’.

It’s Time To Elevate Journeys Into Decision Systems

You already have journey maps. That’s not the problem. Last week, in a portfolio discussion, a team reviewed a backlog of work worth millions. What was missing? A clear view of which customer journeys they were improving – or breaking. When CX te... Read more – ‘It’s Time To Elevate Journeys Into Decision Systems’.

AI Agents Need Real-Time Context: Data Streaming Is How You Are Going To Get It

Real-time data is reality. It is the context that represents the physical and digital reality of what is happening in your business right now. That context is what AI agents need to make accurate decisions and take appropriate actions that affect custo... Read more – ‘AI Agents Need Real-Time Context: Data Streaming Is How You Are Going To Get It’.

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