SDL Tracks Customer Journeys Through Conversations in Social Media

SDL launched its Customer Commitment Framework, a set of performance metrics and an associated view of social media data focused on user experience. Based on models of three customer journeys—shopping, sharing, and advocacy—CCF analyzes conversations in social media that indicate that someone is on one of those journeys, and its dashboard maps all of its analysis to steps in the journey model.


Support SMA

  • Become a patron

Updates in your inbox