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.

Customer Journey Measurement: The Essential Guide

By Steve Offsey Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. The agent transfers her to another representative who answers her question. Now, she’s able to use her mobile app to complete her goal. How are you currently measuring this customer’s experience? Perhaps marketing [...]

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. [...]

Customer Journey Management: The Comprehensive Guide

By Steve Offsey Customer journey management is a proven 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. Although many organizations have already adopted customer [...]

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. [...]

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.

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.

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