Customer journey mapping

Customer journey mapping is key to planning and improving the customer experience and identifying gaps in service quality, where customer retention is at risk. Experts share the latest news and strategies for tracing the buyer journey.

March 02, 2021 02 Mar'21
Microsoft Dynamics 365 adds customer journey orchestration

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 14 May'20
Adobe releases AI tools for sales, marketing and e-commerce

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 14 Nov'19
Adobe Experience Platform CDP adds marketer-friendly features

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.
October 24, 2019 24 Oct'19
Salesforce email marketing gets Einstein AI infusion

Salesforce adds Einstein AI features to email marketing tools to find images and keywords and provide keyword analysis to help email campaigns succeed.

Bring yourself up to speed with our introductory content

A breakdown of inbound marketing vs. demand generation

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
How to build a world-class customer experience system, part 2

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
The importance of personalized experience in CX

Musa Hanhan breaks down the three stages of customer experience and explains why personalized experiences offer companies the best chance at customer retention. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

How to build a world-class customer experience system

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
What is customer experience management (CEM or CXM)?

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
AI in the IoT customer journey enriches the experience

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

Learn to apply best practices and optimize your operations.

10 lead scoring best practices to improve sales efficiency

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
How to create customer profiles with examples

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
5 customer journey phases for businesses to understand

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

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

8 CX challenges facing organizations and how to address them

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