You Need a Customer Data Strategy to Drive Your CX Effort

Your customer data strategy should manage the downside risks and help catalyze the benefits that first, second and third party data unlocks. Here are the elements that I look for in a customer-focused data strategy

Which Journey Mapping Software Should You Use?

Companies see journey mapping as a way to plan better customer experiences. This makes total sense – planning integrated and personalized interactions requires the coordination of data, strategy, technology and measurement. This is not easy to achieve. Let’s say that you are ready to build out your journeys, which software or tools should you be looking at? Continue reading “Which Journey Mapping Software Should You Use?”