Customer journey mapping
Customer journey mapping is key to planning and improving the customer experience and identifying gaps in service quality, where customer retention is at risk. Experts share the latest news and strategies for tracing the buyer journey.
Top Stories
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Tip
06 Jun 2022
5 customer journey phases for businesses to understand
The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success. Continue Reading
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News
21 Jan 2022
Adobe, Salesforce release tools to enhance retail experience
Adobe to open beta program for store-pickup features developed in partnership with Walmart; Salesforce debuts Datorama features for retailers. Continue Reading
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News
22 Jun 2021
Retail tech propels stores past the pandemic
At NRF Converge, speakers discuss technologies to propel recovery from the recession of 2020, and how social media becomes a minefield for companies that don't have a strategy. Continue Reading
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News
02 Mar 2021
Microsoft Dynamics 365 adds customer journey orchestration
Dynamics 365 users in marketing and sales get CX features forged from the pandemic economy that enable one-to-one digital experiences. Continue Reading
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Tip
17 Feb 2021
10 lead scoring best practices to improve sales efficiency
Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads. Continue Reading
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Feature
23 Oct 2020
A breakdown of inbound marketing vs. demand generation
Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric. Continue Reading
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Guest Post
14 Oct 2020
How to build a world-class customer experience system, part 2
Building off the previously discussed foundation, Megan Burns explains what's needed to complete an XM system: diagnostic guidelines, micro-design process and rollout infrastructure. Continue Reading
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Guest Post
02 Sep 2020
The importance of personalized experience in CX
Musa Hanhan breaks down the three stages of customer experience and explains why personalized experiences offer companies the best chance at customer retention. Continue Reading
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Guest Post
05 Aug 2020
How to build a world-class customer experience system
Megan Burns highlights the first four building blocks necessary for building a customer experience -- core journeys, criteria, blueprints and safety nets -- in this first article of a two-part series. Continue Reading
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Feature
22 Jul 2020
How to create a great customer experience strategy in 6 steps
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
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Tip
08 Jul 2020
How to create customer profiles with examples
Creating customer profiles gives brands a deep understand of their customers' needs and behaviors and results in more successful marketing strategies. Here are steps to get started. Continue Reading
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Tip
06 Jul 2020
8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading
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Tip
17 Jun 2020
How to create a customer journey map -- with template
Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales. Continue Reading
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News
14 May 2020
Adobe releases AI tools for sales, marketing and e-commerce
Adobe beefs up its AI tools for Experience Platform, including a customer intelligence tool and ones for leads, content matching, channel monitoring and customer journeys. Continue Reading
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Tip
27 Apr 2020
3 tips for adding e-commerce to an existing website
While many businesses realize the necessity for e-commerce functions on their websites, they should be sure to focus on the customer journey and maintaining consistent experiences. Continue Reading
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Tip
22 Nov 2019
7 AI and IoT features create seamless ends in customer journeys
In the commerce and post-commerce phases of the customer journey, AI and IoT applications -- such as biometric payment or loyal customer engagement -- build a seamless customer experience. Continue Reading
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News
14 Nov 2019
Adobe Experience Platform CDP adds marketer-friendly features
Adobe adds features for non-IT marketing users to more easily deploy the Adobe Experience Platform CDP. Photoshop-like layering tools for data sets, previewed earlier this year, go live. Continue Reading
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News
24 Oct 2019
Salesforce email marketing gets Einstein AI infusion
Salesforce adds Einstein AI features to email marketing tools to find images and keywords and provide keyword analysis to help email campaigns succeed. Continue Reading
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Tip
25 Sep 2019
AI in the IoT customer journey enriches the experience
The typical customer experience has evolved with the adoption of AI and IoT, and consumers now expect organizations to include personalized features throughout the customer journey. Continue Reading
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News
11 Sep 2019
Adobe brings graph database to customer journey touchpoints
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers. Continue Reading
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Tip
03 Sep 2019
IoT product design requires keeping people in mind
Software and AI have changed consumers' expectations of IoT products. IoT designers must incorporate new practices in order to enhance customer experience, instead of erode it. Continue Reading
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News
30 Aug 2019
CleverTap, Phiture launch customer engagement analytics framework
AIC framework for customer experience analytics, developed in collaboration between CleverTap and Phiture, promises to give marketers actionable insight and improve CX. Continue Reading
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News
27 Aug 2019
Cisco to acquire CloudCherry for contact center CX
Cisco plans to integrate CloudCherry's customer experience software with its contact center offerings. The acquisition is expected to occur by the end of October. Continue Reading
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Guide
25 Jul 2019
Customer service technologies revolutionize CX engagements
This Essential Guide examines the strategic and multidimensional role customer service and its technologies now play in personalized customer experiences over multiple channels. Continue Reading
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News
13 Jun 2019
Selligent Marketing Cloud partners with Genesys for CX growth
Selligent paired its CX suite with Genesys Customer Experience Platform to improve customer experience by providing organizations with a full view of the customer journey. Continue Reading
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Tip
06 Jun 2019
5 tips for creating customer journey maps from buyer personas
Comprehensive customer personas are important tools in coping with the increasing complexity of customer journey mapping. Here are some tips on how to do it best. Continue Reading
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News
23 May 2019
Verint launches VOC software, gathers omnichannel feedback
Verint has launched Verint Unified VoC, which provides organizations with a full, accurate view of customer desires and preferences, according to the vendor. Continue Reading
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Tip
24 Apr 2019
4 customer insights research techniques for your organization
Organizations conduct customer research in order to understand customers, create new products and increase revenue, all of which can be overwhelming without a strategy in place. Continue Reading
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Feature
18 Apr 2019
AI customer self-service platforms show analytical maturity
AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior. Continue Reading
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News
27 Mar 2019
Adobe Experience Platform unites Magento, Marketo, customer data
Adobe makes a play for customer experience leadership by adding Magento- and Marketo-based clouds and building it on the Adobe Experience Platform foundation to unify the data. Continue Reading
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Feature
29 Jan 2019
Salesforce.org's CRM for education helps UVA students succeed
The University of Virginia is one of a number of institutions using Salesforce.org's Education Cloud CRM to recruit students, track student success and manage alumni relations. Continue Reading
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Answer
29 Jan 2019
How are Nonprofit Cloud and Philanthropy Cloud different?
Charitable organizations partner with Salesforce.org through two cloud services: Nonprofit Cloud and Philanthropy Cloud. Read on to discover how the two differ. Continue Reading
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News
10 Apr 2018
Salesforce Boston World Tour show highlights customers, philanthropy
From the dais and halls at Salesforce World Tour's Boston stop, talk focused on automating employee volunteerism, marketing best practices and developer reaction to MuleSoft deal. Continue Reading