Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

Data alone isn’t enough — what retailers truly need is a way to make sense of this information, align teams around it and ...

Broadly speaking, current operating costs for most enterprises can be divided into four categories: business operation ...

and start dialogues with unique audience segments across all stages of the customer decision journey (CDJ), especially post-purchase stages such as retention and advocacy. From funnel to flywheel, a ...

But before we take a look at the contemporary consumer journey, let’s explore some ... starting with what drives purchasing decisions. Wherever a customer decides to make a purchase, a number ...

Consumer packaged goods (CPG) brands operate in a constantly evolving environment that is complex, dynamic and easily disrupted by new options and inputs —online and offline. Brand decision makers are ...

McKinsey’s customer decision journey has long been a great simplifier of the consumer path-to-purchase (P2P), allowing marketers to set parameters around objectives for each perceived stage and ...

The fate of Project Slide Wow depends on user interest and engagement, as Adobe monitors social media conversations.