I moderated a panel discussion on how customer experience (CX) platforms improve customer engagement and interactions. To my surprise, the panelists came up with examples that added more complexity to ...

The humble receipt can give brands new ways to tailor communications with their customers, as Longchamp is discovering.

Create lasting buyer momentum by engaging buyers continuously with thought leadership and a strategic continuum framework.

Brand partnerships can be a great way to enhance how customers engage with loyalty programs, however, these partnerships require careful planning.

Across America, transit agencies are launching customer experience (CX) programs to improve customer satisfaction, attract ...

Customer journey maps have emerged as a strategic tool to better model ... Uplatform’s interface, for example, shows how many users have entered the journey, how many are progressing, where drop-offs ...

With their model, each map can better represent the actual journey of each customer and proportionally show the impact each stage has on the customer. This new conceptualization fits very well ...

Q: What would a truly customer-centric buyers journey in B2B look like? Creating a customer-centric buyer’s journey in B2B that minimizes friction and allows for freely available information is an ...