Articles
Tag: mark smith
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One Reason Personalization Fails? Customer Journey Mismanagement
It's easy to get personalization wrong. One way companies get personalization wrong is through mismanagement of the customer journey.
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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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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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Customer Journey Orchestration Isn’t Just for B2C Anymore
Some B2B companies are still struggling to get their customer journey management initiatives off the ground. A few steps to get started.
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Use Data to Enhance Employee Engagement and Improve Customer Experience
It's surprising how few companies view employee engagement as a customer experience imperative.
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Why Your Customer Experience Needs To Be Proactive
Far too often, customer experiences lag behind modern customer expectations.
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Kitewheel's Mark Smith: Customer Journey Orchestration Is Just Warming Up
When B2C brands were asked in which way they would differentiate themselves from competitors, 47 percent chose customer experience. That’s according to an Econsultancy report that also found 21 percent of both B2C and B2B brands were excited about the prospect of improving their customer experience — a percentage only
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CMOs: Claim Ownership of the Customer Experience
Customer experience directly affects both the top and bottom lines of business. CMOs know this and now compete to deliver the most compelling, contextually relevant experiences.
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