Customer journeys and customer mapping are very popular terms in the customer loyalty industry, but adapting experiences to consumer needs according to circumstance is crucial for brands seeking greater customer engagement.
Allegra Burnette, principal analyst, Forrester, discussed this theme during her session, “Finding Our Way,” at the recent Forrester CXSF 2016 Conference.
Prior to joining Forrester in May 2014, Burnette was the creative director of digital media at The Museum of Modern Art in New York City, where she....