Latest Posts
Why Making it Easier for Subscribers to Cancel is a Winning Subscriptions Strategy
I recently came across an article titled “Subscriptions are hard to cancel and easy to forget by design”…
Take your email marketing beyond opens and clicks with a CDP
Email has always been the ROI darling of Marketing Communications. But brands find it hard to resist the…
Unraveling the Emotional Threads of Customer Satisfaction
Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John…
Customer Touchpoint vs. Customer Journey
Focusing on journeys rather than touchpoints demands a cultural shift from your business. It involves putting customers’ requirements and preferences first.
The Emotional Anatomy of Customer Experience
If emotions are that important to the customer experience, then certainly you must be measuring them, right? Ready…
Digital Transformation doesn’t have to be a Painful Journey
The journey toward digital transformation and a more data mature company is continuous.
Customer Journey Mapping 3.0
Traditional journey maps, designed qualitatively in a workshop and then immortalized on the boardroom wall, are unfortunately often conceptual at best.
Why Customer Journey Friction Is the Enemy
By Carlton Retland Winning brands take the time to understand the customer journey so that they can cater…
The 4 Reasons Your Journey Maps Are Failing You
How leading businesses are turning from the customer journey map to the customer.
How to Calculate and Reduce Churn Rate
The idea that retention is important may seem like a basic concept, but focusing on churn reduction is the best way to utilize resources for many companies.
Harnessing Social Commerce: The Wild West of E-Commerce
Social shopping journeys haven’t benefited from the 30 years of optimization, and this is evident in what consumers experience.
Is Value Realization the Secret to Customer Lifetime Loyalty?
What is value realization, and how can it help you create more loyal customers?
It’s Not the Metrics, But the Customer Story That Counts
There is ample debate as to which approach to understanding your customer is "best". But there can be no doubt that analyzing and understanding the customer journey is one of them.
Finding Opportunity in Delivering Empathy at Scale
We sat down with Jeff Nicholson to discuss some of Pega’s recent findings and to explore the opportunities…
Learning from Ten Billion Customer Journey Data Points
CSG recently released their 2022 State of the Customer Journey Report and we’ve covered it, we’ve published it,…
What the Modern Consumer Journey Looks Like
The evolution of the consumer journey reflects the world's changes in recent years. While it looks different today, it doesn't have to be daunting to brands and retailers.
What the Modern Consumer Journey Looks Like
The evolution of the consumer journey reflects the world's changes in recent years. While it looks different today, it doesn't have to be daunting to brands and retailers.
Building Customer Engagement Beyond the Conversion
Leveraging rich data sources that allow your customers to express their preferences, rather than implied preferences through behavioral data or similar, will generate richer data sets to glean more reliable insight.
The State of the Customer Journey: Mark Smith, CEO of Kitewheel
Kitewheel's recent report, The State of the Customer Journey, 2021, is based on an analysis of more than a billion data points from the past year.
What Sets CX Leaders Apart: Steve Offsey of Pointillist
On the heels of their recent report, "State of Customer Journey Management and CX Measurement" Steve Offsey, VP Marketing at Pointillist, recently sat down with TheCustomer to talk about their insights, what sets CX leaders apart, and how high-performing organizations are managing complex CX undertakings.
Why Customer Journey Mapping Should Start with Your Sales Team
Many companies have undergone a customer experience or customer journey mapping process and, ideally, are continuously updating and revising their maps. It doesn’t automatically follow that your Sales team participated; you may not even know your company has such a map, but it’s worth your while to find out.
The Pandemic is Not Driving Digital Transformation
All the discussions about the increase in digital transformation are a result of companies reacting to the demands of your customer.
Adobe Brings Photoshop-Inspired Functionality to Customer Journey Analysis
For brands looking at data to better understand customer journeys, very few have a full picture. Teams are…