Campaign: Services and Transactions

Cross-Channel Analytics

While it's true that the Web must be optimized around top tasks and the like, usability tests and other Web analytics only tell Web Managers about their *current* users. Frequently absent from the conversation are the people who *want* to use an agency's Web site. Top tasks & content should be informed by mail, phone, and social media channels ... analytics must synthesize *across* these channels to help drive people ...more »

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