Customer journeys are not linear, nor are they static, and therefore they cannot be adequately defined using a standard journey-mapping tool: the venerable flowchart. While most companies are ...

Conduct an impact analysis to find out where you succeed in bringing in customers, and where your journey is lacking. Identify pain points for each persona. It is pointless to create a customer ...

Revenue retention requires a focus on delivering continuous value at each stage of the customer journey—a journey that starts well before that customer label is earned. Companies that have ...

If you're reacting late to buyer signals, you may lose the customer along their journey. Start responding in real-time with customer journey orchestration (CJO). Discover the essentials of CJO and how ...

When developing a conversational commerce strategy, brands should consider the channels their customers engage with most, as ...

This is why building an effective influencer marketing strategy is no longer about one viral moment, it’s about long-term connection across the digital customer journey. So, how exactly are ...

Most managers now understand that they must deliver value not just through their offerings, but also from the entire customer journey. Doing so improves customer satisfaction, bolsters sales ...

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