One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Within a year, the airline was No. 1 in punctuality. The company went from losing millions to making millions. In 1983, Air Transport World named SAS Airline of the Year. All of this is because of a ...

Forbes contributors publish independent expert analyses and insights. Boost sales by optimizing the customer journey. Map every touchpoint from awareness to post-purchase, eliminating friction and ...

The art of crafting analytics dashboards goes far beyond displaying metrics on a screen. For marketing managers responsible for customer experience, these dashboards become the primary vehicle for ...

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; ...