With 10 bite-sized lessons, designed for marketers by marketers, this Master Class will demystify the mapping process. After you've completed all of the lessons, you'll have a visual representation of ...

dedicated journey managers and journey teams begin to emerge, working cross-functionally to bridge silos in service of driving better customer outcomes. Navy Federal Credit Union, for example, maps ...

Automated systems respond poorly when confronted with edge cases and unfamiliar circumstances. But those are exactly the ...

I moderated a panel discussion on how customer experience (CX) platforms improve customer engagement and interactions. To my ...

They are looking to identify, target, and start dialogues with unique audience segments across all stages of the customer decision journey (CDJ), especially post-purchase stages such as retention and ...

How do you take a company from $8 million to over $350 million in revenue and then use that same playbook to help start ...

Today's episode of CBT Now, Joseph Michelli discusses how Amazon’s One Medical is redefining the patient experience ...

We’ve been using generative AI to rethink the customer journey—not just to create content, but to spot where people get stuck and improve those points. Looking ahead, I’d love to see AI turn ...

Factor Communications, writes on how artificial intelligence has transformed marketing from guesswork into precise science ...

Customer data and helping reps on a day-to-day basis will be at the heart of this, but companies will also be guided during crucial projects such as launching new drugs, when pharma must maximise ...