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 ...

Customer journey orchestration (CJO) has been somewhat of a Holy Grail for business leaders since the explosion of ecommerce and smartphones in the late 2000s. At that time, new digital channels such ...

The FINANCIAL — Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave ...

Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave today, Gartner ...

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 ...

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; ...

Nathan Eddy works as an independent filmmaker and journalist based in Berlin, specializing in architecture, business technology and healthcare IT. He is a graduate of Northwestern University’s Medill ...

Online customer service solution LiveChat partnered with Autopilot, an email marketing and marketing automation software, to create personalized customer journeys based on how prospects engage with ...

Who do modern companies cater to? Despite various characteristics of targeted audiences and demographical metrics, today businesses compete in satisfying a digital customer. Technologically savvy and ...

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 ...