DENVER--CSG and Netcracker Technology announced that CSG has been named a Leader in The Forrester Wave™: Customer Journey ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

The commerce technology company has built a business model around keeping customers on a brand’s own site, from pre-purchase messaging to customized checkouts and returns. C ...

MarTech Summit Bangkok 2026 explores how Thailand's brands can connect fragmented customer journeys across social commerce, ...

I originally wrote today’s post for MarTech. It appeared on their site on August 1, 2025. In far too many organizations, decisions are made in boardrooms, far removed from the reality of the customer.

Understanding the customer journey is crucial for businesses as it significantly influences the way consumers purchase. By identifying the various touchpoints and experiences that a customer has with ...

Customer journey mapping tools can help companies improve CX by analyzing customers' paths across web, mobile and physical channels. These tools support various capabilities, from simple collaborative ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

A customer can be exposed to a brand through various touchpoints and channels depending on their individual journey and the brand's marketing strategies. For example, interaction with a brand’s ...

When a customer leaves, most companies reach for a loyalty program. That’s like installing a prettier front door while the plumbing floods the basement. Churn is rarely a standalone loyalty problem.

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 ...