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Taking Customer Journeys from Static to Actionable

Mila D'Antonio  (Principal Analyst, Customer Engagement, Informa / Ovum IT)

Date: Wednesday, August 5

Time: 4:15pm - 5:00pm

Session Category: Standard Conference Sessions

Vault Recording: TBD

Businesses need to constantly improve their customer engagement. To ensure this occurs, the enterprise needs a holistic picture into customers’ journeys, accessing real-time and unified insights about them and engaging with them at the right time and the right place. But this level of engagement can be hampered by factors ranging from siloed data to an absence of tools and technologies to activate the data. By harnessing this data in real time, the enterprise can transform the customer journey from one where static information is presented, to one where actionable information is delivered throughout the process. In this session, a leading customer engagement analyst will discuss the most current technologies and strategies for ensuring dynamic, actionable customer journeys.


  • Learn the foundational elements of enabling omni-channel communications and end-to-end customer engagement
  • Understand how technology is helping to unify previously-siloed data
  • See examples of how real-time analysis of journey data is improving the contact center’s ability to guide interaction and make proactive decisions

Video of this session is available on demand within the Swapcard platform for registered users. Free registration is open through December 2020.