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5 Powerful Ways to Use the Customer Experience Metrics You Already Collect
To take your customer experience measurement program to a level where it starts producing actionable results, you need to measure the right things within the context of the customer journey, and make use of those customer experience metrics in the best way possible. This blog post lays down five detailed ways in which you can use the customer experience metrics you collect to take direct actions that improve your customers’ experiences and maximize gains for your organization.
How to Successfully Implement Customer Journey Analytics – Part 2
In this two-part blog series, we help you create a successful customer journey analytics implementation plan. Whether you are a potential journey analytics user, a champion trying to introduce it in your organization or a CMO/CXO about to sponsor a journey analytics project, this blog series is for you.
How to Successfully Implement Customer Journey Analytics – Part 1
Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed. This first post in a two-part series describes detailed steps to help plan your customer journey analytics implementation strategically.
10 Steps to Immediately Improve Customer Retention With Journey Analytics
What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. This post takes an in-depth look at why customer retention matters and ten powerful ways in which customer journey analytics can help you immediately improve customer retention.
Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP
Annette Franz, a customer experience expert, sat down with Pointillist’s Swati Sahai to talk about how companies are organizing and operating their still early-stage customer experience functions, the challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also in the mix.
How to Pick the Best Customer Journey Analytics Platform for Your Needs
Customer journey analytics is not a monolithic approach designed to address a single problem. All customer journey analytics tools do not include an identical set of capabilities, nor do they prioritize the capabilities they do include in the same way. This post is designed to help you find the best customer journey analytics platform for your business needs.