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

Report: The State of Customer Journey Management and CX Measurement in 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. [...]

8 Insightful Customer Journey Analytics Examples and Use Cases

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs [...]

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
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