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/.
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...
Customer journey management is a new approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business...
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...
Customer experience (CX) is more important today than ever. Providing an exceptional customer experience consistently, though, is hard. Measuring customer experience and tying it...
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...
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...
Customer journey mapping is a technique that is growing in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service,...
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...
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...