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.
New & Notable
Download Now: Top 10 Risks in SaaS Deals
Download this asset to understand the top 10 SaaS deal "gotchas" that can result in surprise charges, built-in cost hikes, audit exposure and double paying for the same license or functionality, SaaS traps that tip leverage to the vendor right from the get-go, and more.
Customer journey mapping News
-
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.
-
September 11, 2019
11
Sep'19
Adobe brings graph database to customer journey touchpoints
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers.
Customer journey mapping Get Started
Bring yourself up to speed with our introductory content
-
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
-
How to create a great customer experience strategy in 6 steps
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
-
Salesforce Service Cloud
Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals. Continue Reading
Evaluate Customer journey mapping Vendors & Products
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
Manage Customer journey mapping
Learn to apply best practices and optimize your operations.
-
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
-
How to create a customer journey map -- with template
Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales. Continue Reading
Problem Solve Customer journey mapping Issues
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