March 25, 2024
Via: CMSWireUnderstanding customer needs and expectations is a necessity, yet it still remains a challenge for many organizations. In fact, less than 1 in 5 organizations say they understand their customers well, according to CMSWire’s State of Digital Customer Experience report. […]
February 9, 2023
Via: CMSWireBy analyzing the right customer journey analytics, businesses can identify pain points and areas for improvement, as well as optimize their marketing and sales efforts. It’s crucial to use analytics to understand the customer journey in terms of contingencies, said […]
July 29, 2022
Via: CMSWireIf you read my columns here, you’ll note I focus a lot on consumer insights and customer experience (CX) approaches. But guess what? CX and CSAT can be just as important for B2B or industrial sales. Here’s why: When Customer […]
October 16, 2020
Via: CMSWireCustomer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts. So how can they determine which of these measurements are the most useful for their business? Define […]
April 12, 2024
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