Articles
Tag: customer journey
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Journey Orchestration Leads to Better Customer and Employee Experiences
Despite all the discussion about customer experience and employee experience last year, many brands still aren’t meeting expectations.
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Customer Journey Mapping: A How-To Guide
A customer journey map illustrates all of the touchpoints that a customer has with a brand, and it’s a key to improving the customer experience.
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Too Few Marketing Resources Got You Down? Here’s an Easy Fix
Let the customer journey inform your content strategy to make it more efficient, less expensive and repeatable — while still being impactful and effective.
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Use AI Thinking to Improve Customer Experience
The prepackaged AI tools won't provide the biggest help for your customer experience, but the thinking behind the design and creation of AI systems can be.
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How to Create Customer Personas
The use of customer personas in marketing is a critical and foundational step to make it possible for businesses to map out their strategies.
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Getting the Most From Your Customer Journey Maps
A customer journey map looks at all of the interactions that a customer has as they progress through their journey across all of the brand’s channels.
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4 Keys to a Successful Customer Experience Operating Model
Is improving customer experience today actually difficult for employees to accomplish? It doesn’t have to be, if you create the right alignments.
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With Consumer Habits Changing Again, Is it Time to Rebuild Your CX Roadmap?
With some light at the end of the COVID tunnel, consumers are beginning to change their habits once again. Is it time to rebuild the CX roadmap?
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Are Your Customer Experiences Driving Customer Loyalty?
While companies strive to deliver great customer experience, at times their efforts only drive short-term results.
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Who Should Have a Say in Customer Journey Mapping Programs?
Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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Inside the Management & Maintenance of Your Customer Journey Mapping Program
Having laid out the foundation of customer journey mapping in a previous article, we now delve into the necessary management and maintenance steps.
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How to Unleash Your Omnichannel Content Strategy
Technologists already understand how structured content facilitates better omnichannel experiences. Now it’s time for marketers to help realize its potential.
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Immersive Experiences: Be There or Be Left Behind
The customer experience environment was already beginning to be defined by a continuous state of rapid evolution. COVID-19 simply accelerated this trend.
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Foundational Steps for Customer Journey Mapping Initiatives
Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right.
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