Top features

Seven reasons why customer journey mapping goes wrong

Experts share insight into the most common causes of CJM failure.
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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.
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The five new rules of sales and service

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