Tag Archives: real-time

Taking customer journey from mapping to guiding

November 15, 2017

I’ve recently gotten a lot of questions from colleagues about the need for software to create customer journey maps and this recent analyst report by Richard Snow, “Why All the Fuss about Customer Journey Maps?” confirms that it’s moving from interesting professional discussion to business trend. Yes, as Mr. Snow discusses, it’s progress to move… Read More »

What does real-time analytics for customer experience really mean?

October 18, 2017

If you ask a slew of companies if they have real-time analytics capabilities surrounding their customer experience, it’s possible that many of them would say yes. However, the odds they’re all using the same definition to get to this answer is slim. Let’s explore a few different scenarios where businesses may interpret their customer experience… Read More »