Who do modern companies cater to? Despite various characteristics of targeted audiences and demographical metrics, today businesses compete in satisfying a digital customer. Technologically savvy and ...

Dom Nicastro, editor-in-chief of CMSWire, sits down with Todd Unger, chief experience officer at the American Medical Association (AMA), to discuss strategies for customer experience (CX) and insights ...

The modern customer experience is always on and takes place across numerous platforms and interactions. The constant and multi-faceted nature of customer experience today means that companies must be ...

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 ...

According to a report from McKinsey & Company, almost 70% of digital transformation initiatives fail for various reasons. Yet we continuously hear a lot of buzzwords around digital transformation from ...

Businesses are changing the way they analyse their marketing tactics. This is a slow process in a complex area but in simple terms, the smartest companies no longer view customers as being at the ...

When Ken Fine worked for Medallia, he was focused on the qualitative understanding of customer journeys, but qualitative data is only one piece of a very important puzzle. There’s also the matter of ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

“Data-Driven Thinking” is written by members of the media community and contains fresh ideas on the digital revolution in media. Today’s column is written by Lizzy Foo Kune, VP and analyst at Gartner, ...

From awareness to advocacy, influencer marketing is no longer just a top-of-funnel play. We've all heard it before: "TikTok made me buy it." Maybe it was a viral skincare product, a trending kitchen ...

This content is produced by a member of The Drum Network, a paid-for membership club for CEOs and their agencies who want to share their expertise and grow their business. The digital journey of ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...