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 ...

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 ...

CX has become a top priority, as companies work to meet shifting customer needs and customer journey maps are a critical part of delivering on those demands. In the current climate CX has become a top ...

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 ...

Customer journey mapping (CMJ) is an approach that allows you to identify and display possible user paths in interaction with a company and, based on this, build a communication strategy through ...

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 ...

The customer journey begins anonymously. It can take hours, weeks or months, and can span multiple online and offline interactions. Many times, customers don’t know they are on a journey, they just ...

Recently, I participated in a panel discussion in which a debate about the validity of customer journey maps ensued. One panelist argued that organizations should not create these maps with the ...