In research recently published by McKinsey, taking a broad and systematic approach to the customer journey was found to increase customer satisfaction as much as 10%. Another study, by Boston ...

Customer journey orchestration is a system for companies to design and manage the various customer interactions across multiple touchpoints, leveraging data analytics and real-time insights to create ...

In a strategy to bring more efficiency to a freight broker sales workday, recruiting and training consultancy Journey recently announced its partnership with lead generation platform Shipper CRM. As a ...

The customer journey mapping software market demonstrated strong growth momentum with a valuation of USD 1.2 billion in 2024, reflecting rising enterprise investments in customer experience ...

A better customer journey is the roadmap businesses need to meaningfully improve their customer experience. Bloomfire in May published a report that shows 88 percent of companies are ill-equipped to ...

Your article was successfully shared with the contacts you provided. In my last post (The Advisor’s Journey to CRM Success, Pt. 1: Mapping It Out) we discussed a bird’s eye view of the Journey to CRM ...

When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring ...

Harvard University marketing professor Philip Kotler has a famous quote: “Over the past 60 years, marketing has moved from being product-centric (Marketing 1.0) to being consumer-centric (Marketing ...

I've been back from SugarCon 2015 a couple of weeks along with about 1000 other people give or take a few. I (and the other 999 plus) have had some time to think about what I saw and it was ...