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Seven reasons why customer journey mapping goes wrong

Experts share insight into the most common causes of CJM failure.

Why are brands decoupling from big marketing agencies - and what are the challenges?

Firms are increasingly changing the way they work with branding and design agencies.

The five new rules of sales and service

How to use real-time customer engagement, Big Data, content and storytelling to grow your business.

Editor's note

Spending on customer experience management is on the rise, but with the path to purchase increasingly complex, the modern consumer is a slippery customer.

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