Who doesn’t want more insights into the customer experience? Given this has become a primary differentiator for organizations across industries, understanding it is critically important. Journey Analytics is an emerging opportunity for CX professionals to gain valuable insights into the customer ...
Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a ...
The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.
Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article, I discussed how to get the most from customer journey maps and how to make them work for your organization. Many of you asked for more details about how to build one, so I will ...

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