One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

Editor’s Note: Angela Gearhart, VP Brand Experience at Sleep Number, will present a session at the Retail TouchPoints Live! @ RetailX event being held June 9-10 in Chicago, titled: How Sleep Number ...

<a href="https://www.freshworks.com/" id="8cdbdccf-307a-5574-a1bd-b21310a5da17">Freshworks</a> (www.Freshworks.com), a global leader in customer engagement software ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Digital footprints are highly popular today due to the valuable information churned from technology-enabled touchpoints. Customers’ online activities are well understood by businesses as they mine the ...

When you look at what separates the leaders who thrive from those who merely survive, one thing stands out above anything else and that is customer experience (CX). The leaders that are standing out ...

Brands may be skilled at operating in single channels. But they need to use data from all touchpoints to create a true omnichannel environment. And too few are, judging by Connected Experiences Are ...

Where one business finds success in running retail stores, another excels in managing within the e-commerce space. While it has become increasingly common and necessary for a business to have both a ...