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
Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies
Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.
Customer journey mapping News
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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.
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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.
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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.
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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
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7 AI and IoT features create seamless ends in customer journeys
In the commerce and post-commerce phases of the customer journey, AI and IoT applications -- such as biometric payment or loyal customer engagement -- build a seamless customer experience. Continue Reading
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Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
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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. Continue Reading
Evaluate Customer journey mapping Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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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
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Customer service technologies revolutionize CX engagements
This Essential Guide examines the strategic and multidimensional role customer service and its technologies now play in personalized customer experiences over multiple channels. Continue Reading
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AI customer self-service platforms show analytical maturity
AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior. Continue Reading
Manage Customer journey mapping
Learn to apply best practices and optimize your operations.
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3 tips for adding e-commerce to an existing website
While many businesses realize the necessity for e-commerce functions on their websites, they should be sure to focus on the customer journey and maintaining consistent experiences. Continue Reading
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IoT product design requires keeping people in mind
Software and AI have changed consumers' expectations of IoT products. IoT designers must incorporate new practices in order to enhance customer experience, instead of erode it. Continue Reading
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5 tips for creating customer journey maps from buyer personas
Comprehensive customer personas are important tools in coping with the increasing complexity of customer journey mapping. Here are some tips on how to do it best. Continue Reading