In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

A noticeable shift is underway as the CMO skill set is being called upon to deliver an experience that impresses customers and guides them as they start their journey. The Fast Company Executive Board ...

At a recent roundtable, where individuals focused on helping sales and marketing leaders gathered, Gartner presented interesting findings from its annual research project. The findings suggest that ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

You know that developing a customer journey map is vital in today's customer-centric world, but let's revisit what a customer journey map really means for your business. It means that you understand ...

With customers’ needs changing, so does their relationship with brands and the customer journey. Here’s how organizations can keep people loyal. The customer journey doesn’t end once a brand has ...

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; ...

Forbes contributors publish independent expert analyses and insights. I write about leveraging neuroscience to create remarkable leadership. Sometimes I run across a tool that’s just too good not to ...

AI and automation are rapidly shifting our expectations for digital experiences, but the path for businesses to get there isn’t all that clear. When done right, AI and automation can be applied across ...

Heathrow’s digital content manager explains how the airport is attempting to improve the customer experience using Adobe Marketing Cloud. Heathrow is Europe’s busiest airport, with more than 75 ...