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Customer Personas

           CMO

Common Concerns     • Customer Loyalty              Social media is joint
Business Value      • Customer Journey/ Experience
Leading Questions   • Customer Analytics
Typical Objections
                    • Customer Journey Mapping      1st choice for Gen Y
                    • Omni-channel                  (born 80-99) with web chat
                    • Segmentation                  - Gen X (born 60-80) not

                                                                         far behind

                    • How do you currently track customer interactions?
                    • How do you segment customer and agents today??
                    • What is your target experience and reality?

                    •?
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