Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Pointillist

MAY 23, 2018

Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Journey Mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

APRIL 17, 2019

In this post, I’ll review the pros and cons of six major categories: customer data platforms, business intelligence software, customer analytics tools, digital experience platforms, journey mapping tools, and customer journey analytics software. What is Journey Mapping? Why is this so?

Analytics 51

Analytics Journey mapping Multichannel Government 51