Here's how organizations can use AI to reduce friction, personalize engagement, and proactively support customers—while keeping the human touch that builds loyalty.

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. With any journey mapping project, you’ll always end up with a better understanding of your ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

BOSTON--(BUSINESS WIRE)--MEGA International will conduct a power insight session at OPEX Week January 22-24 in Orlando to show companies how to improve the customer experience using customer journey ...

Knowing the customers' preferences and needs is key to successful business development. Customers having a positive experience are more likely to return, buy more, or upgrade their plan. Besides, ...

Marketing performance management company Hive9 unveiled a new solution designed to automate the journey mapping process for B2B organizations. The solution analyzes a variety of customer journeys and ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

MaritzCX’s customer journey mapping program is not a process-mapping exercise. “Frequently people think this is process mapping, but that tends to be very internally focused and doesn’t have the view ...

Heathrow’s digital content manager explains how the airport is attempting to improve the customer experience using Adobe Marketing Cloud. Heathrow is Europe’s busiest airport, with more than 75 ...

Have you optimized your content for all stages of the buyer's journey? Columnist Jim Yu looks at how to create the right content at the right time to drive conversions. Since the idea of the buyer’s ...