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.
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.
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.
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.
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.
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.
Without a single customer view and real-time insights, organizations struggle with data integration, identity matching and delivering the quality experiences that customers are looking for today. This post provides 4 steps you can use to create a single customer view and deliver a better customer experience.
Take a detailed look at upsell and cross-sell and why they are important marketing and customer experience tactics. Discover 5 essential steps to find new upsell and cross-sell opportunities using customer journey analytics.
This post lays out why artificial intelligence is a game changer in CX, takes a look under the hood at how AI is applied to CX, and explores use cases for how leading edge companies are already reaping benefits from AI applications in customer experience.
This post provides an in-depth overview of 10 different approaches to behavioral segmentation (including both B2B and B2C examples) that can be used to better understand your customers and maximize results at every stage of the customer journey.