Customer Touchpoint vs. Customer Journey

Focusing on journeys rather than touchpoints demands a cultural shift from your business. It involves putting customers’ requirements and preferences first.
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Experience Design: STOP….and Think Like A Customer

Customer expectations are continuously changing and evolving – you need to keep up. Only by delivering relevant, seamless customer experiences will you prevent your customers from looking elsewhere.
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Finding Opportunity in Delivering Empathy at Scale

We sat down with Jeff Nicholson to discuss some of Pega’s recent findings and to explore the opportunities they offer. In this short discussion on delivering empathy at scale, we touched on a multitude of topics – each one of…

Learning from Ten Billion Customer Journey Data Points

CSG recently released their 2022 State of the Customer Journey Report and we’ve covered it, we’ve published it, we’ve pulled out data points from it all along the way because well, it’s just really interesting. And it informs what so…

How First Party Data Enables Better Customer Journeys

Customers’ expectations have never been higher, and outdated campaign tactics, broad-based segments, and scripted journeys no longer work.
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What the Modern Consumer Journey Looks Like

The evolution of the consumer journey reflects the world’s changes in recent years. While it looks different today, it doesn’t have to be daunting to brands and retailers.
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