Brands are often missing one key piece of data that will bring them the greatest customer benefits. Typically brands know the age, gender, spend, location, online duration time, and basket contents of their customers. This is useful transactional information – but not pivotal in terms of creating impactful brand resonance, relevance and engagement for the... Continue Reading →
We are living in non-linear times. In the past we had enough time to learn and analyze events, in order to initiate actions in the present that will secure our future. Today, the problem is that when you try to learn something from the past (however recent), the present is so different that it is... Continue Reading →
What is a Customer Experience Strategy? Before jumping straight into the answer about where a Journey mapping exercise should lie in the overall strategy - let’s look at what we mean when we say “Customer Experience Strategy”. If we all agree that customer experience (CX) is the sum of every interaction a customer has with a business, the customer experience... Continue Reading →
For almost a decade, the challenge was to get businesses to understand the importance of developing a Customer-Centric culture. Very often, companies are product-oriented, verses being customer oriented. It is hard to catch the importance of being Customer-Centric, because it is hard to prove ROI for and the shift to becoming such a company can... Continue Reading →
The world has experienced a massive shock and resets across multiple fronts, and it all happened almost overnight. No warnings were sent out, no analyst of any kind could have predicted that. But yet, some were ready. They might not have prepared for this kind of wave, but they were able to quickly get back... Continue Reading →
Cemantica is so much more than a Journey Mapping Tool. So what’s the story behind the story? Here at Cemantica we are big advocates of breaking the silos and putting customers first. But you know, it’s easier said than done. The good news is that we found a way to make it pretty easy to... Continue Reading →
