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 ...

It’s not enough to know the tasks your users need to accomplish. Using a journey map allows you to get inside the minds of your users, understanding their wants and needs. Journey maps work by ...

Map one buyer persona at a time, develop personas based on real data and other tips to make sure your customer journey maps stand the test of time. Customer journey maps are a critical tool for ...

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 ...

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 2019 Gartner survey reported that 82% of organizations had created customer journey maps. That figure is probably higher now. Customer journey is a term tossed about as liberally as confetti at a ...

According to Watermark Consulting, customer experience leaders obtain returns up to 80% greater than customer experience laggards and yet more than half (55%) of senior marketers said they were not ...

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 ...

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 ...

Setting an effective vision for the future is a tricky business. It has to start with a kernel of an idea but allow sufficient space for the community to develop it into an organic representation of ...