The Customer Journey

Customer service nowadays has evolved into enabling multi-options of communication between the customer and the brand for resolving the customer’s issue. However, as also a recent Gartner report shows, adding more channels does not improve resolution rates or customer satisfaction enough...

You have a great SaaS product that is going to be a game changer for your customers and make them wonder how they could ever manage without it. But then, for some unclear reason, they do not renew the subscription...

How Does It Really Work? In part 1 of this article we’ve discussed the advantages of incorporating advanced AI-based journey orchestration tools in your marketing activity in order to easily and efficiently manage complex customer journeys and personally interact with...

If you’re a service provider dealing with thousands of customers every day, you are probably constantly trying to crack the code to how to engage customers effectively and improve their loyalty to your brand, as well as lift other business...

The customer journey is not a straight line; in fact, it looks more like a bumblebee’s flight path.To reach your users in the mobile moment, think of the customer journey as a lifecycle defined by user touchpoints. The cycle begins...

The average person checks his phone 46 times a day, and depending on age that number could be even higher. But look at it this way: That’s not just 46 times checking email, text messaging, monitoring finances or scrolling social...

With as much emphasis as companies put on the customer lifecycle, it can be a complex and convoluted process. This is because companies are confused about which department is responsible for which stage of the journey and how to effectively...

Think about the memories you cherish. I’ll bet more than half are happy ones. And I’ll place another bet that your actual association with that happiness is more about the anticipation rather than the event itself. This is a fascinating...

Digital commerce reached $1 trillion last year, and digital revenue is expected to increase by more than 80% by 2020. This fact alone is just one of the many clues as to why CEOs are stressing the importance of digital...

Most companies still don’t provide a seamless, streamlined digital experience to their customers – great mobile touchpoints – and if you’re one of them, you’re playing a losing game.