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Customer lifetime value (CLV) is the total revenue a single customer spends with your business over the entire span of their relationship with your brand. It’s one of the single most important metrics you can track. And for customer experience (CX) professionals and marketers, it’s an absolutely fundamental “North Star” key performance indicator (KPI). Succinctly…

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In this blog,  you’ll learn How omnichannel retailing drives more revenue, margin and repeat purchases Why certain shoppers opt for the brick and mortar customer experience Techniques for migrating store-only shoppers to the digital channel In the spring of 2020, the omnichannel retailer landscape saw an entire channel go down. Unlike the infamous holiday season,…

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customer experience stack

Customer experience (CX) is the new battleground for practically all industries, and central to winning the battle for the customer’s loyalty is the ability to understand their needs and changing preferences. To produce a better overall customer experience, brands need to realize it’s more than just adding a live chat feature for conversational support or…

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A customer journey is the story of the customer’s interaction with your brand as they step through the various phases of buying. B2B and B2C brands will often express the phases of buying differently depending on their industry and the way in which they interact with customers. More or less, however, the buying phases remain…

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Customer 360 Comprehensive

Brands today looking to differentiate themselves in the marketplace know the key lies in providing the best customer experience possible. Consumer expectations have dramatically shifted in the past few years. Consumers now expect every experience they have with a brand to be tailored and personalized. In fact, 80% of consumers say that the experience a…

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Omnichannel customer experiences to improve your customer journeys

The global pandemic has catalyzed extreme change in an already dynamic environment, where omnichannel customer experiences have steadily been emerging as the linchpin of business success. For executives, this means dealing with a range of tough decisions.  Foremost are the questions around brand priorities. Should a brand invest more – or less – in CX…

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Best practices to manage customer data

5 Best Practices for Customer Data Management in the Experience Economy Consumer expectations have dramatically shifted in the past few years. Consumers now expect every experience they have with a brand to be tailored and personalized. In fact, 80% of consumers say that the experience a company provides is as important as its product or…

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Benefits of customer experience analytics

The Future of your Brand’s Success: Customer Experience Analytics  Brands have more data at their fingertips than ever before, giving them insight to personalized every step of the customer journey.  Incorporating customer data touchpoints to improve their customer experience is essential in creating differentiate in today’s market. Even during a pandemic, consumer expectations are higher…

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Build a successful digital transformation strategy

In boardrooms and c-suites worldwide, executives and directors are looking ahead at one of the biggest challenges and risk factors that will confront businesses in the years to come: digital transformation. That concern isn’t unfounded: according to McKinsey, about 50% of all digital transformation initiatives never reach their intended value, and only about 10% outperform…

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Customer Centric Approach to Transform the Insurance Vertical

Today’s consumer wants to interact with their insurer across multiple touchpoints—online and offline. The EY 2020 Global Insurance Outlook cites “rising customer expectations,” specifically around digital channels and personalized experiences, as one of the three fundamental forces shaping the insurance market around the globe. The hyper-competitiveness of the insurance industry is apparent. The big players…

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