About Steve Offsey

Steve leads the marketing team at Pointillist. Prior to Pointillist he was CMO and GM Products at TandemSeven. Earlier in his career, Steve was VP Marketing at AIR Worldwide, where he was the top marketing leader on a team that grew annual revenue 5x to more than $100M, and VP Products at Verbind (sold to SAS Institute). Steve speaks and writes about a variety of topics, including marketing analytics, customer experience and agile marketing. Steve earned an MBA and PhD from Cornell and a BS from MIT.

Advance from Personalization to Customer Journey Orchestration

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels. [...]

What is Customer Journey Management?

By Steve Offsey Customer journey management is a new approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business will mimic those of CX leaders like Amazon, Google and Netflix. Anything less can lead to dissatisfaction and a likelihood of churn.  Many enterprises have adopted customer feedback management, [...]

2020-09-17T07:38:14-05:00By |Categories: Blog, Customer Journey Management|1 Comment

Make Your Voice of Customer Program Actionable

How to improve your return on investment in platforms like Medallia, Qualtrics and Clarabridge By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving [...]

2020-04-13T08:57:57-05:00By |Categories: Blog, CX Measurement|0 Comments

Customer Data Analytics: How to Select the Best Tool for Your Needs

By Steve Offsey Your company is now competing based on customer experience, but you're only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. [...]

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.

2020-09-16T14:57:41-05:00By |Categories: Blog, Customer Journey Analytics|0 Comments

Make Your Journey Maps Measurable with Customer Journey Analytics

To deliver on their promise, journey maps need to evolve beyond a fuzzy, static snapshot of customer experience and become measurable and dynamic. Here are 5 ways you can use customer journey analytics to make your journey maps measurable by turning them into dynamic visualizations of your customers’ real-time behavior and its impact on the KPIs your business is measured by.

2020-06-09T08:33:21-05:00By |Categories: Blog, Customer Journey Analytics|4 Comments

How to Improve Customer Experience Using Journey Analytics

The debate on the importance of customer experience is over. Nevertheless, CX leaders are finding it difficult to make the quantitative link between customer behavior and business outcomes, so they can move beyond relying on gut feel and qualitative data to prioritize decisions. In this post, I’ll describe how customer journey analytics can help you improve customer experience and make it actionable by directly tying customer experiences to hard metrics like revenue and profitability.

2020-09-18T07:47:34-05:00By |Categories: Blog, CX Measurement|1 Comment
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