There are many KPIs to determine the success of a product, and customer experience plays a pivotal part in that. Understanding the customer journey allows companies todevelop new services. Customer experience can be the main driving force in shaping the product and innovating services.

In this session, we take a look at what customer experience means and why focus on it. Understanding the shift in customer behaviour in order to adopt to it. What are the ways and steps to use customer insight in driving better products / services?