purchase journey
Connected Conversations, Frictionless Journeys: How Modern Brands Are Winning in 2025
By Jennifer Jessup |
Reading Time: 4 minutes
In today’s digital economy, customer journeys are no longer linear—or even predictable. A customer might search for store hours on Google, discover a product through an Instagram DM, leave a review on a retailer’s website, and contact support via WhatsApp—all in a single day. This is the new reality of customer engagement in 2025: cross-platform,…
How Customer Care Teams Can Tap Into Conversational Commerce to Boost Customer Satisfaction and Loyalty
By Faith Hinz |
Reading Time: 7 minutes
These days, consumers expect outstanding experiences throughout the purchase journey. While customer experience is a cross-functional responsibility, there’s one team that plays a particularly critical role: the customer care team. Customer Care Reps: The Unsung Heroes Your customer care representatives are brand ambassadors. They’re the folks interacting with customers day in and day out. These…
Conversational Commerce: Connecting Brands to Consumers Throughout the Purchase Journey
By Faith Hinz |
Reading Time: 7 minutes
How conversational commerce can empower your brand to break through the noise and connect with mobile-first consumers throughout the purchase journey In the recent past, a couple of brands have dominated any given product or service category. Consumers shopping for soda chose Pepsi or Coke. Those shopping for makeup would pick CoverGirl or L’Oréal. That’s…
Why an Omnichannel Strategy is a Must-Have for Customer-Centric Brands
By Faith Hinz |
Reading Time: 12 minutes
Introduction: An Omnichannel Strategy is No Longer Optional In the past decade or so, “omnichannel” has been one of the most frequently used retail buzzwords. It’s that aspirational idea of delivering seamless, connected experiences to customers across channels. Today, most brands are on board with the idea of omnichannel. But when it comes to building…