Letting the Customer Drive

Thursday, March 27, 2014 0 No tags Permalink

We all know the benefits that Customer Experience Management (CXM) can deliver from a customer journey point of view. We know that CXM can help companies to improve the customer experience by optimizing touch points. We know that CXM can help to improve customer sentiment, and therefore raise the level ...

How a Badly Managed Omni-Channel Customer Journey Can Negatively Impact the Customer Experience

Technology has changed the way that customers can interact with a business. Advances in mobile tech, including the mass adoption of smart phones and tablet devices, coupled with the increasing availability and decreasing cost of mobile internet services, have changed the landscape that the customer journey takes place within. This shift ...