The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

Successful customer journey mapping can be daunting for sure. Watch this 5-minute Q&A video featuring Joana van den Brink-Quintanilha, Senior Analysts for Forrester Research, who explores the benefits ...

No single tactic will deliver on the ultimate CX vision, it takes the right mix of people and processes or methodologies to deliver a meaningful experience. No single tactic will deliver on the ...

Poor customer experience can cost your company millions. $1.6 trillion: That’s not the GDP of a nation. According to Accenture, it’s the amount of money businesses in the U.S. lost in 2017 due to ...

Building any kind of business strategy begins with an understanding of your customers and their needs. Because if you don't know to whom you're selling, it's nearly impossible to know what to sell ...

Hennepin County officials are finally deploying a data analytics system businesses have used for years to understand how customer behavior impacts the bottom line. It's an approach typically seen in ...

According to Watermark Consulting, customer experience leaders obtain returns up to 80% greater than customer experience laggards and yet more than half (55%) of senior marketers said they were not ...

Many content marketers make the mistake of creating content solely to attract and support new customers, forgetting about the rest of the customer journey. Instead of focusing on the different stages ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...

Last March, three weeks after Joseph Siwak was hired as an experience designer at the online hotel-booking company Rocket Travel, they sent him home — not with a pink slip, but with a new set of ...