Customer Experiences
A customer journey is the story of the customer’s interaction with your brand as they step through the various phases and touchpoints of buying. B2B and B2C brands will often…
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…
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. …
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…
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,…
Given the growth of e-commerce, the retail industry has plenty of data to leverage, brands just don’t have the right resources and tools in place to leverage that data effectively….
Join ActionIQ as we discuss a topic that has obsessed us for years—personalization, and why it is vital to close what they call the “Experience Gap.”
“That’s stupid,” my VP of marketing said when, back in 2009, I mentioned the term “customer decision journey,” which I’d just read in a McKinsey article. The VP was known…
When I began working in CRM and analytics, brands segmented audiences in a highly rigid, top-down way. For example, to attract high-value customers (HVCs), they targeted consumers based on a…
Marketers are often focused on acquiring new customers, and rightly so. That is critical to growing a brand. However, they only begin to deliver long-term value when they are able…
Marketers often ask me “what are low hanging fruits for AI?” My answer is always the same, the two promising areas are triggers and personalization. There are many products in…
Harvard Business Review editor in chief Adi Ignatius recently interviewed Doug McMillon, CEO of Walmart, on how the brick-and-mortar retail giant is adapting to the digital age. The Walmart board…
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