Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...

Guy Nirpaz is founder of leading customer success platform, Totango. He authored Farm Don't Hunt—The definitive guide to customer success. In today’s cloud-centric, subscription-based economy, ...

It’s tough out there for a customer journey mapper, at least one who is still clinging to the old or legacy ways of ...

It’s not enough to know the tasks your users need to accomplish. Using a journey map allows you to get inside the minds of your users, understanding their wants and needs. Journey maps work by ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Paul Wright, Head of Uber Advertising UK and Ireland, Uber, sits down with ExchangeWire to talk about the constantly evolving customer attention journey, and how brands can stand out amongst the ...

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With an oversaturation of outside influences, it’s harder than ever for individuals to make healthcare decisions that work best for themselves and their families. Moreover, healthcare professionals ...

From awareness to advocacy, influencer marketing is no longer just a top-of-funnel play. We’ve all heard it before: “TikTok made me buy it.” Maybe it was a viral skincare product, a trending kitchen ...

Classifying queries based on the classic search intents is no longer as effective as it used to be. Today, SEOs who want to understand search intent should be closely analyzing micro intents. This ...