Today’s customer decision journey is so complex but AI can help

Myth: “The customer journey is not as complex as it’s made out to be.” One thing is for sure – the consumer decision journey is more complex than ever before. The average consumer now owns three to four devices and uses multiple online and offline channels throughout their shopping journeys. Continue Reading

Qualtrics and Adobe add new integration for improved data and customer experiences

Experience management (XM) software firm Qualtrics announced new XM integration capabilities with Adobe’s Experience Platform Launch Thursday. “Qualtrics makes it easy for organizations to not only gather customer feedback, but to predict the actions that their customers will take,” said Cody Crnkovich, head of platform partners and strategy at Adobe Continue Reading

Zendesk buys Smooth to support customer messaging across multiple platforms

Customer service software provider Zendesk announced Wednesday it had acquired Smooch Technologies, a messaging platform focused on conversations between businesses and their customers. Financial details of the deal were not disclosed, but Zendesk SVP Shawna Wolverton told TechCrunch that Smooch’s entire team is being offered positions with Zendesk. Why we Continue Reading

Tactics for capturing voice of customer and building delightful digital experiences

If you want to deliver stellar customer experiences, you need to give customers a voice. Why is that? Because your customers want to see themselves on your website: Their pains, the solutions that will alleviate those pains, and their aspirations. And modern customers won’t settle for anything less than a Continue Reading

How connected are you to your brand’s customer service?

My last post here generated some great conversations with readers, especially among people who wanted to go deeper into the concept of marketing-as-service and how to make that happen even while you’re dealing with the realities of business life. This recurring conversation centered on one key point: Service is something Continue Reading

The New Rules to Win Customer Loyalty and Increase Online Sales

Consumer demands for compelling online shopping experiences continues to skyrocket. But with thousands of products on ‘digital shelves,’ how do you break through the clutter to get consumer attention? More importantly, what motivates shoppers to click the “buy” button these days? Join our product experience experts as they explain the Continue Reading

Experimentation in product development: How you can maximize the customer experience

Are you a product builder or a maximizer? Hila Qu, Vice President of Growth at Acorns, has a theory. She says there are two kinds of product managers: the builders and the maximizers. Ideally, on your product team, you have both: the builders who conceptualize a solution in product development, Continue Reading

The future of the digital customer experience: 6 experimentation trends for disruptive businesses in 2019

You are the catalyst for future growth. This past September, hundreds of specialists at organizations across industry verticals flocked to #Opticon18, the largest experimentation conference in North America; and it was clear; the driving force is you—the Optimization Champion. Experimentation as a strategy for future business evolution and innovation is Continue Reading