Customer journey

Customer journey

Forrester research says 63% of marketing professionals now rely on journey maps. The question is - how do you ensure your journey maps are leading to the right outcomes, include the right people and incorporate the right technology?

Engagement

5 customer journey myths hampering digital service

New research suggests that customer service leaders should rethink their channel strategy if they want to boost customer experience and loyalty.

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Mythical
Customer experience management

CX Day 2021: A reflection on my CX journey

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Report
Sponsored

2021 experience trends report

front cover New
Customer experience management

Building back better relationships

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Loyalty

The perils of blindly using customer effort score

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Sweat
Engagement

How can a customer room solve siloed thinking?

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Siloed thinking
Customer experience management

Are you designing '3D' experiences?

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Management

The new job roles helping customer service evolve

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Customer service jobs are evolving
eGain

eGain launches the Knowledge Hub™

egain
Customer experience management

5 rules for making customers feel 'cared for'

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Engagement

Should you make things easy for customers?

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Easy life customers
Customer experience management

Is it time to unbundle the service experience?

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Customer emotion

Should we put customer decisions before emotions?

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Customer emotion

The evolving customer journey of electric vehicles

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