Category Archives: Customer Experience

How to Widen Up your Customer Base by Creating Accessible Emails

Kevin George — September 21, 2018 Follow @imkevin_monk — September 21, 2018 Email marketing is one of the most preferred channels for delighting and retaining customers at almost every stage of the buyer’s journey from Convert to Close to Delight. Moreover, email is the only push-based marketing channel where all you need is the email … Continue reading How to Widen Up your Customer Base by Creating Accessible Emails

Connecting Employee Experience and Customer Experience

Jana Barrett — September 12, 2018 Follow @_janabarr — September 12, 2018 haydenweal / Pixabay Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience … Continue reading Connecting Employee Experience and Customer Experience

Forrester issues first Wave report on Experience Optimization

Adobe takes top ranking for platforms that combine testing, behavioral targeting and recommendation engines. Barry Levine on June 28, 2018   “Experience optimization” is one of those terms that seems to cover almost everything. Since everyone agrees that customer experience is the key to a brand’s success these days, wouldn’t optimizing that involve every marketing … Continue reading Forrester issues first Wave report on Experience Optimization

Don’t Send Customers Packing, Start Anticipating Wanderlust

Don’t Send Customers Packing, Start Anticipating Wanderlust by Jennifer Rignani , Columnist, February 14, 2018 People have high expectations of the customer experience. To say UX and content must be attuned to our every whim is an understatement. So why do so many brands get it wrong? Well, they’re not anticipating the needs of the … Continue reading Don’t Send Customers Packing, Start Anticipating Wanderlust

A new era of personalization: The hyperconnected customer experience

In the age of the hyperconnected consumer, delivering a personalized experience is key. Columnist Andy Betts shares three ways to engage and resonate with your audience. Andy Betts on January 24, 2018   We are entering a new year in martech where organizational metrics of success will increasingly be aligned with customer success metrics. In … Continue reading A new era of personalization: The hyperconnected customer experience

5 best practices for transforming the customer journey through analytics

Successful CMOs are embracing analytics to gain a competitive advantage. Columnist Nandini Rathi discusses how you can set up a sophisticated analytical framework for data-driven marketing. Nandini Rathi on November 21, 2017   In this data-driven age, marketers can no longer afford to be analytics-agnostic. Without analytical sensibility, data-driven insights are hard to come by. … Continue reading 5 best practices for transforming the customer journey through analytics