Recent Study Shows How Much That Device Usage Varies by Generation

MillwardBrown Digital conducted a digital survey via mobile or desktop devices that included 1018 US respondents ages 18 – 69 who own or have access to a smartphone or tablet. The survey, Getting Audiences Right: Marketing to the Right Generation on the Right Screen, was conducted October 2014 and found: DEVICE USAGE VARIES BY GENERATION … Read more

Six Steps to Building a Customer Journey Map

Danny Peters is Customer Experience consultant at Conexperience, specializing in Customer Journey Mapping and Customer Experience Management. He posted 6 Steps to Build a Customer Journey on LinkedIn Pulse. He breaks down CJM in six steps: Step 1 – Episodes: Episodes are groups of touchpoints in the customers’ journey. An episode is like a chapter … Read more

Cross-Channel Attributes and the Customers’ Journey

“Attribution helps brands track their marketing and media efforts more accurately and show how they impact the overall business.” Daniel Kehrer, VP Marketing at MarketShare, posted in Forbe’s Insights The Truth About Cross-Channel Attribution In Marketing. Cross-channel attribution helps us see a holistic view of our customers’ journey Graphic by Theresa Wilcox Attribution provides clear and … Read more

Learn, Anticipate and Simplify the Customer Experience across Channels with Predictive Analytics

We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer interactions across channels to learn, anticipate and simplify the experiences they create for their customers. In the Forbes.com post, Using Big Data and Machine Learning to Enrich Customer Experiences, Kurt … Read more

Behavioral Data Insights Drive Personalized, Contextually Relevant Experiences

Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation and capture, analyze and execute on behavioral data about their customers. Smart organizations deliver the right message or offer at the right time through the right channel to the right … Read more

Context Brokering: The Secret to Personalized Brand Experiences

From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies to provide the relevant data points needed to drive customer experience. These systems, however, tend to lack seamless integration with each other, resulting in a disjointed brand experience. To meet … Read more

The Role of Information Technology in the Digital Customer Experience Revolution

Information Technology (IT) refers to anything related to computing technology, such as your computer network, hardware and software that connect you to the Internet, and the people that work with these technologies. Many organizations have an IT person or department depending on their needs. As we are at the intersection of the Information Age and … Read more

Data to Delight in the Age of the Customer

We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers.” We … Read more

Considering New Technologies in Designing the Mobile Experience

A phenomenal amount of innovation is happening at the forefront of mobile engagement. From wrist bands to smart pills, we are seeing the use of mobile technologies to collect new kinds of data, crunch it in the cloud, and then employ a mix of engagement tactics on mobile devices creating new interactions — new “mobile … Read more

Analytics to drive your Website’s Experience

In Nielsen Norman Group blog, Five Essential Analytics Reports for UX Strategists, Jennifer Cardello describes how analytics inform UX goals, strategies, and concepts. These are five examples that are essential: 1. How Fast Is Mobile Access Growing? This information is helpful when you are planning, pricing, and comparing approaches to making your site mobile friendly. … Read more

Design Thinking is a Slightly Murky Concept…

“Design thinking is a slightly murky concept that means different things to different people. At heart, though, it is about fusing the creative and open-ended with the analytical and operational, combining very different ways of thinking and acting. This is, of course, easier in theory than in practice. How do you get children’s book authors … Read more

Customer Centricity Driven by Next-Generation Analytics

In the FICO Insight whitepaper, When Is Big Data the Way to Customer Centricity? Next-generation analytic learning finds critical insights in an ocean of false clues, Dr. Andrew Jennings, FICO Chief Analytics Officer and Head of FICO Labs, shares that “the real value of Big Data for business is the opportunity to learn about our … Read more