COLORADO SPRINGS, COLO. — Customer service may seem like a never-ending process -- but that's not necessarily a bad thing. In the morning keynote at the RightNow Summit 2008 here yesterday, one ...

Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

A customer can be exposed to a brand through various touchpoints and channels depending on their individual journey and the brand's marketing strategies. For example, interaction with a brand’s ...

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; ...

Guy Nirpaz is founder of leading customer success platform, Totango. He authored Farm Don't Hunt—The definitive guide to customer success. In today’s cloud-centric, subscription-based economy, ...

Imagine planning a road trip. The map looks perfect – a clear route with scenic stops along the way. But as you set out, the roads are riddled with potholes, the signs are misleading, and the petrol ...

Customer journey analytics (CJA) is discussed far more often than it is deployed. The technology isn’t new; pioneers like ClickFox (now BryterCX) and Thunderhead (now part of Medallia) introduced it ...

A customer’s decision-making journey goes through many stages, and businesses would do well to know the details about every step of customer interaction. As an example, take Steven, who works in ...

Forbes contributors publish independent expert analyses and insights. Ray Ravaglia covers education, focusing on technology and innovation. While much discussion of the impact of AI on education has ...

This article builds on my previous one, emphasizing the importance of aligning SEO with the customer journey, specifically for companies that provide software as a service (SaaS) that market to other ...