Helping customers achieve their goals so that you can too Brilliant customer experiences can seem out-of-reach for most businesses, especially in today’s environment. That’s why today’s multidisciplinary...
Journey Analytics
Launch 2023 our most popular content from the last year
Launch 2023With our most popular resources from the last year!Something for you...
Why Aren’t More CX Professionals Adopting Customer Journey Management?
There is going to be some corporate belt-tightening around expenses for most businesses as the Fed tries to wrestle inflation...
The Brave New Voices in the Boardroom
It’s business unusual, & successful businesses have changed the conversation For years, we have been listening to stats...
What is Customer Journey Analytics?
Why deep customer insight is at the heart of better experiences & revenue growth
Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to...
Conversational Commerce: Boosting the Impact of Your CX Toolkit
How Leading Businesses are Using Natural Conversations to Improve CX & Boost RevenueWhat...
What is Customer Journey Management, and is it Important?
Getting up and running with the Next Evolution of Customer Experience Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your...
Twenty Years Later, is the Net Promoter Score Still Relevant?
In December 2003, Fred Reichheld, the developer of the Net Promoter Score (NPS) measurement system, published “The One Number You Need to Grow”1 in the Harvard Business Review (HBR)....
STEPPING OUT WITH CUSTOMER JOURNEY ANALYTICS
This post was originally published by CXFocus Magazine.The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey...
JOURNEY ANALYTICS AND THE PURSUIT OF REVENUE
People are really bad at making good decisions. According to Michael Lewis’ new book, The Undoing Project, the human mind gets things wrong time and time again when dealing with...