On the Road to Key Account Management, Customer Journey Maps Pave the Path
Prior to the introduction of social media and smartphones, the customer journey was typically linear. Consumers often traveled from the top of funnel to the point of sale with nary a detour. But, now that there... Read More
By Bill Moore

It’s Not as Easy to Do Business With You as You’d Like to Think It Is
Your executive team is committed to customer experience (CX) success. On paper, your customer journey map looks strong. But that doesn’t mean your organization is easy to do business with. The proliferation ... Read More
By Nancy Porte, VP of Global Customer Experience, Verint

Is Your Communications Customer Experience Digital Enough for Young Consumers?
Millennial and Gen Zers expects businesses to be responsive and relevant, according to “The Digital Lives of Millennials and Gen Z.” The study, conducted by LivePerson, surveyed more than 4,000 people ages ... Read More
By Ginger Conlon, Chief Editor, MKTGinsight

Keep the Lines of CX Communication Open
What’s in it for me? That’s the question key stakeholders will ask as you build your customer experience management (CEM) roadmap. What they’re really asking is: How will they or their team benefi... Read More
By Bill Moore, VP, CRMI