Customer Experience Journey Management: 3 Best Practices
Wondering how to improve your customer experience journey management? Take your cue from long-haul truckers. In the transportation industry, journey management refers to the plans and processes organizations use to boost efficiency, cut costs and reduce risks. Typically associated with driver safety, the general idea is this: There’s an optimal way to manage every journey…
Master Omnichannel Journey Orchestration, Not Campaign Management
It’s time to focus on omnichannel journey orchestration instead of campaign management. Why? Because the future of customer experience is hybrid, demanding not just greater flexibility across online and in-store experiences, but across channels and devices as well. One recent study found that consumers interact with brands across 20 different channels on average. In order…