Articles
With your data in order, customer data available where needed, and automation enabling meaningful interactions, your run-of-the-mill CX becomes meaningful CX.
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It's easy to get personalization wrong. One way companies get personalization wrong is through mismanagement of the customer journey.
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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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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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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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It's surprising how few companies view employee engagement as a customer experience imperative.
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Far too often, customer experiences lag behind modern customer expectations.
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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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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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