The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

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 ...

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 ...

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 ...

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 ...

When was the last time you went somewhere new without a map? How lost did you get? Since the advent of smartphone GPS navigation, it’s become startlingly clear how much easier maps make our lives.

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

High performing companies leverage Customer Journey Mapping to plan for and drive customer experience innovation. But how do they do it? During this webcast J.D. Power and Kerry Bodine & Co. cover the ...

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; ...

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 ...