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Customer journey mapping News
June 22, 2021
At NRF Converge, speakers discuss technologies to propel recovery from the recession of 2020, and how social media becomes a minefield for companies that don't have a strategy.
March 02, 2021
Dynamics 365 users in marketing and sales get CX features forged from the pandemic economy that enable one-to-one digital experiences.
May 14, 2020
Adobe beefs up its AI tools for Experience Platform, including a customer intelligence tool and ones for leads, content matching, channel monitoring and customer journeys.
November 14, 2019
Adobe adds features for non-IT marketing users to more easily deploy the Adobe Experience Platform CDP. Photoshop-like layering tools for data sets, previewed earlier this year, go live.
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Customer intelligence (CI) is the process of gathering and analyzing information derived from customer data that an organization collects from both internal and external sources. Continue Reading
Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric. Continue Reading
Building off the previously discussed foundation, Megan Burns explains what's needed to complete an XM system: diagnostic guidelines, micro-design process and rollout infrastructure. Continue Reading
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Megan Burns highlights the first four building blocks necessary for building a customer experience -- core journeys, criteria, blueprints and safety nets -- in this first article of a two-part series. Continue Reading
Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences. Continue Reading
The typical customer experience has evolved with the adoption of AI and IoT, and consumers now expect organizations to include personalized features throughout the customer journey. Continue Reading
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Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads. Continue Reading
Creating customer profiles gives brands a deep understand of their customers' needs and behaviors and results in more successful marketing strategies. Here are steps to get started. Continue Reading
The customer journey contains a number of stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success. Continue Reading
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There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading