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16 Conversation Starters to Bridge the Gap Between Marketing and CX

16 Conversation Starters to Bridge the Gap Between Marketing and CX

Marketing in the era of customer experience requires a shift in mindset from transactions to relationships. By placing the customer at the center of their strategies, businesses create memorable experiences that foster loyalty, advocacy, and sustainable growth. In an...
Buyer Journeys vs. Customer Journeys: Bridging The Gap

Buyer Journeys vs. Customer Journeys: Bridging The Gap

This is the first of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
But Journey Mapping Is A Waste Of Time, No?

But Journey Mapping Is A Waste Of Time, No?

The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. *** Several years ago, Esteban Kolsky did...