Omni-channel

What Digital Experiences Mean for the Future

What to learn from the era of make-or-break digital experiences  The early part of 2020 has presented an interesting challenge for brands delivering in-person experiences. This is because, other than a few industries, the in-person...

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Journey Steps: A New Measurement Framework

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the...

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When is a Campaign Not a Campaign?

Campaign Management in the World of Customer Journeys Campaigns bring to mind military action. As a marketing leader, you have to muster the troops of your content, creative, email, social, and digital team members to...

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The Line Between CX And Marketing is Blurring

The Line Between CX And Marketing is Blurring Forrester says that 70% of customers expect you to know why they’re calling before they call. For those who care about Customer Experience, that truly matters. Effectively...

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How Customer Journeys Can Help Retailers

30 years ago, the customer journey for a retail shopper used to be quite straightforward. A shopper discovers a product through ads or by word of mouth, visit a store and make a purchase. Consumers...

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