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Journey mapping is certainly a noble endeavor when it comes to evaluating the level of customer experience a particular brand offers. But, especially for multi-faceted brands, this task takes on added weight when faced with hundreds of discrete...Read More

One aspect of social media that the average user tends to miss is the sheer amount of data stored on the servers of the various platforms. Facebook, for instance, has access to a near-infinite stream of data, thanks to its 1.71 billion monthly...Read More

Customer journeys and customer mapping are very popular terms in the customer loyalty industry, but adapting experiences to consumer needs according to circumstance is crucial for brands seeking greater customer engagement. Allegra Burnette...Read More

In a marketing world overcome by a wave of Big Data, brands struggle with the sheer volume of customer insights flooding in at any given moment. Without powerful analytics tools, it becomes nearly impossible to separate the signal of actionable...Read More

In the world of travel, user experience is king; customers planning a trip are looking for the easiest, most effective experience while they prepare for points of friction inevitably found elsewhere in the process. With this in mind, the rise of...Read More

“Coming from high tech to tax and accounting I thought there may be no customer who is more conservative than tax and accounting people,” says Tobias Lee who started at Thomson Reuters 4 years ago as chief marketing officer of the tax...Read More

As customers continue to evolve, companies are faced with difficulties in keeping up with the shifting market.   In a recent session at CXSF 16, presented by Forrester, Principal Analyst Tony Costa discussed the theme of blind spots created...Read More

Technology moves so fast, often too fast for companies to keep pace with and that can make it difficult for loyalty marketers to execute well-timed and effective decisions that impact the day-to-day customer experience. Deciding which new...Read More

The ATP World Tour is the top circuit for men’s professional tennis. It sponsors tournaments in over 60 countries and owns and operates the tour finale, the Barclays ATP World Tour Finals. It also has partnerships with the four major Grand...Read More

No matter how sophisticated your customer relationship management skills are, life is going to get in the way, particularly if you’re in the air travel industry. The air travel experience has many moving parts, and while the flight is the...Read More