Archives for: Tag: Customer Journey

The Unique Challenges of B2B CX

Author: Martin Mehalchin
5 / 2 / 2016

B2B CX presents unique challenges  While Voice of the Customer, Journey Mapping and other key techniques used by Customer Experience professionals can be equally useful in both Business to Business (B2B) and Business to Consumer (B2C) scenarios, anyone who has worked in a B2B business for more than a few months knows that B2B presents […]

The State of Phygital CX Today and How to Stay Ahead of the Curve

Author: Marisol Towbridge
4 / 27 / 2016

Physical and Digital Customer Experience Today and How to Optimize for Tomorrow   The intersection of digital and physical experiences seemed novel just a few years ago. Today, phygital interactions are less about novelty and more about meeting customers’ baseline expectations in the most seamless way possible.  Lenati was interviewed for a recent report by Forrester Research, […]

How to View your Customer’s Experience: Customer Journey Mapping vs. Customer Lifecycle [Infographic]

Author: Paul Conder
2 / 22 / 2016

Customer journey mapping is a tool that has taken the business world by storm—helping companies build an understanding of their customer’s experience and develop better connections between people and brands. As customer experience (CX) strategists we use this tool often, but we have found that the language being used to describe CX in the industry—between […]

Home Away From Home: Customer Experience in Hospitality

Author: Marisol Trowbridge
9 / 21 / 2015

Customer Experience is top-of-mind for executives in many industries today.  In the increasingly competitive hospitality industry, where the guest’s experience is front and center, improving and innovating CX is key to meeting customer acquisition and retention targets and sustaining long-term growth. Developing a competitive and distinctive customer experience strategy in the hospitality industry requires conducting […]

Getting The Most From Mobile: Designing Your Best Mobile Customer Experience

Author: Marisol Trowbridge
7 / 9 / 2015
Retail social media Lenati

As mobile becomes the common denominator guiding, informing, and influencing the customer through their journey, the opportunity to increase ROI through mobile is growing exponentially. Yet a great mobile customer experience can seem difficult to define and even harder for companies to manage. To get the most from mobile, companies need to create customer-centric frameworks to […]