Articles
Certain points in the customer journey have an outsized impact on the outcome. Identify and focus your efforts on these critical moments.
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With consumer attention dwindling marketers are working overtime to reach their audience, and are looking to to make the most of micro-moments.
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Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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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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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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We can map the first two decades of this century to the maturity of the digital age of marketing.
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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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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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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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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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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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You may be producing content at scale, but how much of it resonates with your audience?
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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 do marketing experts expect the customer journey to change by the start of 2025?
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