Articles
Tag: customer journey (page 9)
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CMSWire's Top Customer Experience Stories of 2017
Methods to creating a great customer experience keep evolving with no end in sight and so we look back on the CX stories that resonated most with our readers.
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Do Customer Journeys Get Marketers Where They Want to Go?
Four fixes to the customer journey process that can help marketers create an adaptive customer experience.
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10 Artificial Intelligence-Driven Technology Trends for 2018
In 2018, organizations will turn to AI-driven technology for a ompetitive edge
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How To Get Started With Customer Journey Mapping
Need to build a customer journey map for your business? CMSWire interviewed practitioners and experts to shed light on how best to approach your first customer journey map.
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Customer Journey Maps Work Great ... Up to a Point
Customer journey mapping should serve as only one of several tools you use to craft your customer experience story
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How the Power of Simple Helps to Navigate the Buyer Journey
How can we navigate the business buyer journey from awareness to consideration to decision?
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Put Machine Learning to Work on Your Ecommerce Taxonomies
Machine learning has come a long way in the last couple of decades, but it hasn’t come far as people sometimes imagine. Rather than AI taking over processes completely, it is helping to increase the efficiency of human-led processes.
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Brad Dunn: Look at the Entire Customer Journey ‘From Couch to Couch’
Brad Dunn has been a storyteller for much of his career, whether working in advertising, digital marketing, improvisation, filmmaking, game design or stage directing. He’s used a combination of storytelling and technology to help forge connections with people of all ages and backgrounds.
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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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Customer Journey Mapping Should Take a Page From GPS
“A journey,” said John Steinbeck, “is like marriage. The certain way to be wrong is to think you control it.” Steinbeck knew that lesson well. In "Travels with Charley," the author spent much of the travelogue lost. Similarly, many marketers often find their efforts to control the consumer journey counterproductive.
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Curated Customer Journeys Level the Retail Playing Field
The concept of omnichannel retail has taken hold to the point where many businesses have begun exploring the benefits of providing and integrating offline, online and mobile platforms aimed at engaging customers. This ability to reach out across platforms also opens up avenues for retailers to maximize customer engagement by
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Is Your Customer Journey in Jeopardy?
I have a recurring Jeopardy! game show dream: "I'll take digital transformation for $1000 Alex," I say. Trebek responds, "And the answer is 'flip, lift and flex.
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Customer Journeys Need to Be Defined by Customers
The journey the organization would prefer the customer to go on is not usually the journey the customer wants to go on. When you get through security, the airport sends you on a ‘customer journey’ through duty free shopping whether you want to go shopping or not.
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5 B2B Customer Touchpoints You Can't Afford to Ignore
Why is it that B2B customer experience (CX) ratings fall so far behind their equivalents in the B2C market? Global consulting firm McKinsey reports that B2C companies tend to receive satisfaction ratings between 65 and 85 percent. By contrast, B2B firms tend to receive approval ratings under 50 percent. Plan for the Uniqueness of B2B Selling Perhaps
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