The Customer Journey Game

Every journey begins with a search. In this Yext Talk, Christian Ward, Chief Data Officer at Yext, explores what game theory teaches us about how — and why — customers search the way they do.

Christian Ward

Every customer journey begins with a search. Whether consumers are looking for shoes, healthcare, or the perfect getaway, they need answers to that first string of online questions to find and engage the right brand or provider. But there are two universal challenges on this quest for information that occur across verticals.

In this Yext Talk, you'll discover:

  • The two main challenges that affect all customer journeys today — and what they mean

  • What game theory and decision science teaches us about customer search behavior

  • How AI can help you handle the two most important approaches to search

Christian J. Ward
EVP, Chief Data Officer