By Lance Pickett November 10, 2023 Diversity, equity, and inclusion (DEI) initiatives are becoming an increasingly critical priority for businesses. But what’s the motivation? For some, it’s basic due diligence and checking the boxes of regulatory compliance. For others, it’s a numbers game, an opportunity to tout the percentage of women and minorities in … Continue reading Plotting the journey from compliance to belonging
The right governance structure is critical to creating, managing, and improving the customer experience utilizing tools like customer journey orchestration. Greg Kihlstrom on October 10, 2023 The first article in this three-part series was “Collaboration across people, processes, data and platforms.” Creating a compelling and rewarding customer experience is top of mind for most brands … Continue reading The role of governance: Successful customer journey operations
How the iconic furniture brand plans to haul its data collection and analysis into the 21st century. Kim Davis on September 12, 2023 “Everything starts with a business challenge as opposed to a technological challenge,” said Jorge Calvachi. “This iconic brand is almost a hundred years old, but they have never, ever had … Continue reading La-Z-Boy embarks on its digital transformation journey
Email doesn’t begin and end with copywriting. Design elements can help persuade customers to click and convert. Kath Pay on September 12, 2023 Discussions on persuasion in an email message usually begin and end with copywriting. But your email design can also encourage your customers to click and convert. Think about the last time … Continue reading How persuasive email design can influence the ecommerce customer journey
The key elements of collaboration in customer journey operations and how they contribute to improved customer experiences. Greg Kihlstrom on September 7, 2023 Creating a great customer experience is a top priority for most brands because customers value the entire journey, not just the products or services they purchase. However, delivering on this promise is … Continue reading Collaboration across people, processes, data and platforms: Successful customer journey operations
Organizations will often get a new technology before they know what they are going to do with it. Strategy must drive tech decisions. Chris Wood on May 23, 2023 Customer journey orchestration (CJO) uses different tools to provide seamless experiences for customers and increase revenue. Because customer journey orchestration casts a broad net across the … Continue reading How to build a customer journey orchestration strategy
Time, Place, Relevance…Scale: Zelle’s Out-of-Home Journey by Steve Smith , Staff Writer @popeyesm, March 31, 2023 Zelle’s Josh Fajardo did not start out as a believer in DOOH. But after the pandemic the inventory exploded, putting connected screens in enough new places that Fajardo was ready to invest. In many cases they use quirky copy atop … Continue reading Time, Place, Relevance…Scale: Zelle’s Out-of-Home Journey
AI and customer journey orchestration can take your existing marketing automation approaches to the next level. Greg Kihlstrom on March 30, 2023 Marketing automation is a foundational component of marketing technology stacks. However, using it alone isn’t enough to stay ahead, as customers expect a seamless experience with your brand, regardless of the channel. There … Continue reading Using AI and journey orchestration to boost your marketing automation
CJO is essential to creating seamless customer experiences across all touchpoints. Here’s what you need to know. Jacqueline Dooley on March 15, 2023 The modern customer journey is complex, spanning multiple channels, devices and touchpoints as customers navigate researching and buying products and services. It’s also increasingly digital. The pandemic exacerbated the movement of B2B … Continue reading Customer journey orchestration: What it is and why marketers should care
The key to marketing success and scale is to refine your customer journey down to the essentials — the critical path. Tim Parkin on February 16, 2023 Why is the customer journey so complex? How can we improve the customer journey to deliver better results? Marketers understand the concept and importance of the customer journey. … Continue reading 3 steps to navigating the complex customer journey
