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Most customer journeys never result in an assisted interaction, making traditional metrics only part of the story.
Kellie Sullivan, Senior Digital Transformation Manager at Ping Identity, shares Ping’s approach to measuring the “invisible customer journey”. Combining web analytics and behavioral signals can lead to a better understanding of how customers and AI agents interact with the self-service ecosystem. Learn how a more holistic view of self-service can help demonstrate value, identify opportunities for improvement, and prepare for an AI-enabled future.
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