Articles
Tag: customer journey
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Designing for Every Stage of the Customer Journey
Design plays a dynamic role throughout the customer journey. By adapting your approach to design to different stages, you can enrich the customer experience.
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Breathe New Life Into Your B2B Customer Experiences
B2B customer experience has been playing catch up to B2C CX for years. So what separates the laggards from the leaders?
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Digital Marketing Enters its Third Decade: What Changed in the Last 10 Years
We can map the first two decades of this century to the maturity of the digital age of marketing.
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From Discovery to Action: How Do You Operationalize Customer Journey Maps?
Instead of mapping your customer journey and then figuring out what to do with it, begin the mapping process with specific operational goals in mind.
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Have a Bad Customer Experience Reputation? Own It (and Other Advice)
Having a bad reputation for customer experience is a big — but not insurmountable — challenge. Here's how you can work past it.
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Customer Journeys Continue to Evolve: 3 Changes for the Year Ahead
New trends like direct to consumer selling are once again broadening the horizons of what we see as the customer journey.
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Data Management Is the Key to Success – or Failure – in Customer Journey Orchestration
While data is essential for marketing automation, personalization and customer journey orchestration, just having a lot of data isn’t enough.
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Leap Into the Future: Shape Customer Journeys With Context
A marketing book that published in 1999 — yes, 1999 — points the way for what we should be doing in customer experience in the year ahead.
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5 Tips to Measure the Relevance of Your Content
You may be producing content at scale, but how much of it resonates with your audience?
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Customer Journey 2.0: Implementing Lifecycle Marketing for 2020 and Beyond
Marketing has a problem. As the business has trumpeted the rise of “customer obsession” and the “empowered consumer,” marketing’s role is woefully unclear.
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How the Customer Journey Will Evolve in the Next 5 Years
How do marketing experts expect the customer journey to change by the start of 2025?
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Update Your Customer Journey Thinking Now for Rich Outcomes
2019 is an exciting time for customer experience professionals for a number of reasons.
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Get Big Picture Customer Experience Insights With Customer Journey Analytics
Digital analytics, journey mapping, and NPS/CSAT surveys are unfortunately limited in their ability to find CX pain points and drive improvements.
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Where Buyer Enablement Fits in B2B Customer Experience
Customer success only addresses one piece of the B2B customer experience puzzle: users. What about buyers?
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