Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do? Voice of the customer and customer journey maps are ...

In this frustrating time of COVID-19, more than ever, customer interactions must be frictionless and seamless, while creating memorable experiences and lasting impressions. That’s the essence of what ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Required Reading: Journey Mapping Must Bring Customer-Focused Change In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim ...

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within ...

Customer journey analytics not only measure the effectiveness of customer experiences (CX), they also help guide and optimize customer journey mapping, making sure customers stay on the path toward ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...