Articles
Tag: customer journey
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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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Customer Journey Moments That Matter: 3 Key Investment Areas
Why are brands still using a channel-based, department-specific, campaign-minded approach to interacting with their customers?
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Focus Your Customer Journey Maps on Actions, Not Abstractions
The problem with journey mapping is that too much time gets wasted on abstractions about the journeys themselves.
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Why Disconnected Data Grinds Customer Journeys to a Halt
For many organizations, each business unit has its own separate customer record, which makes it difficult to support and service customers.
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Align Self-Service Customer Support With Every Stage of the Customer Journey
A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap.
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5 Ways CMOs Are Using Data to Drive Customer Loyalty in 2020
If companies don’t adapt their marketing and content strategies during these times to drive loyalty, they risk losing customers to brands that do.
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Personalization Efforts Falling Flat? Look to Your Customer Journeys
How can organizations improve personalization decisions across channels, enhance CX and achieve their business goals?
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What Is Voice of the Customer and What Does it Mean for Customer Experience?
Voice of Customer (VoC) programs have been shown to improve the customer journey, but only when brands use VoC metrics to obtain actionable insights.
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Now Is the Time for B2B Marketers to Lead Customer Experience
Now is the ideal time for B2B marketers to step up and lead the delivery of a better customer experience from end to end.
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Where Does Customer Experience End and Digital Marketing Begin?
Not all of a customer’s experience is digital marketing — but all marketing is definitely part of a customer’s experience.
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Despite Obstacles, CX Practices Are Trending in the Right Direction
Customer experiences are clearly trending up in both the pace of evolution and the importance being placed on them at the business level.
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How to Develop Dynamic Customer Experience Practices
CX is a constantly moving target, changing as customer needs, expectations and more evolve. Here are the foundations of a flexible CX practice.
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