Posts tagged "customer journey"

The Best Data Strategy for the Travel Industry

This is the first in a new series of con­ver­sa­tions between respect­ed blog­gers from a range of fields and experts from Adobe. These unique encoun­ters will offer insight into how end con­sumers feel about dig­i­tal mar­ket­ing, includ­ing how and when … Read more

The Six Elements of an Experience Business

Today, every suc­cess­ful busi­ness must put cus­tomer expe­ri­ence above all else. Brands across the globe are find­ing this out for them­selves, as small dis­rup­tors that pro­vide per­son­alised, con­nect­ed expe­ri­ences are steadi­ly cap­tur­ing mar­ket share away from large, well-estab­lished com­peti­tors, while … Read more

The Power of Experience-Driven Commerce: The Experience Business Series, Part 4

Con­sumers are turn­ing to the Web more and more to help them make buy­ing deci­sions. Although the e-com­merce growth rate is expect­ed to slow over the next few years, Forrester’s 2014 US Cross-Chan­nel Retail Sales Fore­cast pre­dicts that Web-influ­enced offline … Read more

Winning Strategies in the Age of Evolving Customer Needs

The dig­i­tal rev­o­lu­tion has rad­i­cal­ly altered how mar­ket­ing, sales, and deliv­ery are con­duct­ed in most indus­tries today. Nowhere is this more preva­lent than in con­sumer mar­kets and the pur­chase of goods and ser­vices. Brand new ecosys­tems and busi­ness­es like Airbnb … Read more

How OEMs Must Adapt to Changing Markets

Over its life­time, every com­pa­ny in every indus­try faces threats from a vari­ety of sources. These threats can come in the form of com­pe­ti­tion from out­side sources, the need to adapt to reg­u­la­tions, and in the case of auto­mo­tive, a … Read more

Taking Control of Your Customers’ Journeys

Great busi­ness starts with great expe­ri­ences. In fact, the expe­ri­ence busi­ness wave is sweep­ing through almost every indus­try in every region of the world. In this series of arti­cles, we’re explor­ing the lat­est strate­gies for deliv­er­ing an ide­al expe­ri­ence to … Read more

Driving the Evolution of Automotive Experience

Over the last few decades, auto­mo­tive tech­nol­o­gy has advanced along with man­u­fac­tur­ing and com­mu­ni­ca­tion tech­nolo­gies to realise some of the most sophis­ti­cat­ed and com­plex machines on the plan­et. Tech­nol­o­gy has also changed how peo­ple view, pur­chase, and use auto­mo­biles. To … Read more

Automotive Industry State of the Union

Over the last year, I’ve been doc­u­ment­ing my own per­son­al car-buy­ing expe­ri­ence with­in the con­text of oth­er con­sumer expe­ri­ences. Now I’d like to take a step back and pro­vide sort of a ‘State of the Union’ for the auto­mo­tive indus­try … Read more

Handling Data-Driven Marketing Challenges Now and in the Future

In mar­ket­ing, data and the insights it pro­vides are often the key to shap­ing a cus­tomer expe­ri­ence that brings cus­tomers back again and again. For cus­­tomer-cen­tric com­pa­nies, data col­lec­tion and analy­sis are vital. Com­pa­nies rely on data from a vari­ety … Read more

Improving the Telco Customer Journey — Driving a Multichannel Onboarding Strategy

Tel­co cus­tomers today have a wide range of ser­vices and providers from which to choose, yet most behave in sur­pris­ing­ly sim­i­lar ways with any com­pa­ny in the indus­try. Iden­ti­fy­ing expe­ri­ence points with­in the cus­tomer life­cy­cle, and more impor­tant­ly, where improve­ments … Read more