Customer Experience: Who’s In Charge Here?

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This is a fascinating article from Forbes on the ambiguities of customer experience across organizations today -- in order to provide a superior experience, organizations need to rally together and realize that CX is a team sport.

The 3 Biggest Barriers to Adopting Omnichannel

Group of hikers descending on friable ground in the caldera of volcano of Batur. Bali, Indonesia

Industry statistics imply that more marketers are committing to omnichannel - 37% of respondents to a recent eMarketer survey reporting that they are exploring their options for an omnichannel strategy - but the reality is that only a small fraction of firms are fully executing a strategy.

The Online Buyer’s Journey [Infographic]

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While we know there is no "standard" buying journey for today's multichannel customer, this infographic from Business2Community is a useful resource that gives rich insight into the complex online buying behaviors of every ecommerce audience.