COLORADO SPRINGS, COLO. — Customer service may seem like a never-ending process -- but that's not necessarily a bad thing. In the morning keynote at the RightNow Summit 2008 here yesterday, one ...

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 digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Forbes contributors publish independent expert analyses and insights. Ray Ravaglia covers education, focusing on technology and innovation. While much discussion of the impact of AI on education has ...

Many issues that customers experience with websites, apps or digital products often tie back to how well or how poorly the underlying service was designed. When a ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

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 ...

Customer journey analytics (CJA) is discussed far more often than it is deployed. The technology isn’t new; pioneers like ClickFox (now BryterCX) and Thunderhead (now part of Medallia) introduced it ...

Imagine planning a road trip. The map looks perfect – a clear route with scenic stops along the way. But as you set out, the roads are riddled with potholes, the signs are misleading, and the petrol ...

A customer’s decision-making journey goes through many stages, and businesses would do well to know the details about every step of customer interaction. As an example, take Steven, who works in ...

This article builds on my previous one, emphasizing the importance of aligning SEO with the customer journey, specifically for companies that provide software as a service (SaaS) that market to other ...