Steve Offsey
Steve Offsey
Steve Offsey heads up marketing at Pointillist, a customer journey analytics platform that uses machine-learning algorithms to make it easy to uncover and optimize the experiences that matter most to your customers. Pointillist enables you to quickly discover your customer's journeys, so you can identify new opportunities to delight new and existing customers in differentiated ways. Steve's personal blog can be found at http://marketbuildr.com/blog/.
Advance from Personalization to Customer Journey Orchestration
The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals...
What is Customer Journey Management?
Customer journey management is a new approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business...
The Importance of Customer Lifetime Value for CX Leaders
By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score (NPS)®, Customer Satisfaction and Customer Effort Score. And although not all...
Measuring Customer Experience Beyond NPS
Customer experience (CX) is more important today than ever. Providing an exceptional customer experience consistently, though, is hard. Measuring customer experience and tying it...
What is Customer Journey Analytics?
If you find yourself asking “what is customer journey analytics?” you're not alone. Customer journey analytics is the weaving together of every touchpoint that...
6 Ways to Make Sure Your Journey Maps Improve Customer Experience
Like any insights-driven communication tool, a journey map is only as good as the change it drives. You may have already done the work...
5 Ways Customer Journey Mapping Can Transform Your Business Right Now
Customer journey mapping is a technique that is growing in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service,...
How to Set Up Your Customer Journey Mapping Project for Success
Successful customer journey mapping projects don’t just happen by accident. They require careful planning and cross-functional collaboration and management. Many companies make decisions within functional...
How to Build a Customer Journey Map that Works
If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. Your search...