View Chris Ogilvie, Head of Research and Insights, Netspend, discuss:

• Why benchmarking is indispensable in understanding your customer’s journey in relation to competitors, and discerning the experiences that influence their preferences for one company over another
• How decision-makers’ preferences for qualitative or quantitative data can be harmonized: recognizing the strengths of both and leveraging a hybrid approach for optimal insights
• Why it is vital to transform a customer pain point into a tangible financial metric, be it cost leakage or lost revenue, to drive organizational change and action

Gold Business-to-Business (B2B) Journey Mapping™

Gold Business-to-Consumer (B2C) Journey Mapping™