No single tactic will deliver on the ultimate CX vision, it takes the right mix of people and processes or methodologies to deliver a meaningful experience. No single tactic will deliver on the ...

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 ...

With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...

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 ...

As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

Remember the early days of getting directions online? You'd go to a site like MapQuest, put in your start and end points, and print out 10 pages of turn-by-turn directions. It worked great... until ...

Opinions expressed by Entrepreneur contributors are their own. Creating a customer journey map is one of the best ways to understand customers’ experiences with your business. By mapping out each step ...

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 ...

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 ...

Knowing the customers' preferences and needs is key to successful business development. Customers having a positive experience are more likely to return, buy more, or upgrade their plan. Besides, ...