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 ...

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 ...

Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right. Customer journey analysis and optimization ...

A customer journey map looks at all of the interactions that a customer has as they progress through their journey across all of the brand’s channels. The customer journey begins when a prospective ...

Journey mapping is a technique long known to marketers at companies like IBM and Clorox but has only recently caught on in higher education circles. In an article that dates back to 2010, the Harvard ...

Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change ...

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 ...

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 ...

Customer journey maps are a popular tool to improve customer experience. Here’s how to get the most from them alongside techniques such as customer journey analytics. Understanding customer priorities ...

To untangle these questions, marketers took a step back and broadened their view of the entire customer engagement. By understanding the different phases through which a given customer type would ...