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The Customer Journey Optimization Process: Tips, Steps, and Strategies

Shamir Duverseau

Customer Experience

Customer journey optimization is designed to help you capture more leads, maximize revenue, and improve customer satisfaction. To get it right, you need to optimize every touchpoint along the customer journey, from awareness to purchase through to advocacy. This is no easy feat, given the digital customer journey is no longer “linear”—touchpoints are everywhere (websites, . . .

How to Conduct a Customer Experience Audit

Alex Corzo

Customer Experience

Around 73% of consumers surveyed by PwC pointed to customer experience as an important factor in their purchasing decisions. Yet, less than half said companies are doing a good job of providing a top-notch customer experience. Closing this gap can give your business a competitive edge. If you want to improve your customer experience (CX), . . .

Split Testing To Gain Critical Insights: How to Approach Your Next Test

Shamir Duverseau

A/B Testing and CRO

When attempting to figure out customer intent, it can feel like throwing a lot of marketing at the wall to see what sticks. But the act of studying what sticks might be more important than many realize. According to McKinsey, companies who pay attention to customer analytics are 23 times more likely to outperform competitors . . .

Barriers to Digital Transformation: Strategies for Overcoming Resistance

Alex Corzo

IDC predicted that 65% of GDP would be fully digitized by the end of 2022, driving trillions in digital transformation investment by the end of the following year. The question is: will your business join them? Digital transformation is the most efficient way to reinvest in your business—making it more scalable, easier to manage, and . . .

How to Build Successful Omnichannel Marketing Campaigns

Shamir Duverseau

Customer Relationships / CRM

Customers are inundated by brand messages, ads, and sponsorships like never before. Thanks to search and social media algorithms, they’ve come to expect getting the right message, in the right place, at the right time. The companies winning brand loyalty today are those that provide the most relevant, personalized customer experiences. To provide this consistently . . .

Why Marketing Experimentation is Crucial for Digital Transformation (Examples + Results)

Shamir Duverseau

A/B Testing and CRO

Experimentation in every industry is critical for development. Items we use every day have iterated to where they are now thanks to experimentation: the car, the computer, the smartphone, and more. Experimentation in marketing is no different. Simply put, marketing experimentation tests data-led ideas to see whether they affect a variable, such as product usage, . . .

What’s the ROI of Digital Transformation? (And how to measure it)

Shamir Duverseau

Considered Purchase

Less than 1 in 3 companies reach their digital transformation objectives. What seems like a staggering data point makes sense when you learn what meeting them requires—leadership buy-in, a hefty financial investment, a reliable and capable staff, and a deep understanding of customer needs, to name a few non-negotiables. With such low odds, why are . . .

How The New York Times Recreated their Brand with Digital Transformation

Shamir Duverseau

Consumer Insights

The newspaper industry has been in a steady downward trend for decades now, but they faced their sharpest decline in 2020. It’s no surprise that print newspapers aren’t the household staple they used to be. Where readers once turned the thin pages of the latest issue over their morning coffee, they now get their daily . . .

How to Build and Structure a Digital Transformation Team

Shamir Duverseau

There’s no question that the pandemic has supercharged the speed of work and adoption of cloud-based and remote work solutions. Now, organizations are looking to optimize their remote-enabling tech stack and processes. From the consumer side, the race is on to enhance digital offerings and platforms as more and more companies pursue five-star customer experiences . . .

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