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 ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping emerged as a way to visualize the steps ...

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 ...

Mom and pop have an advantage. When it comes to delivering a great customer experience, the small family-run business has the natural DNA to organize around the customer: a tight-knit team, a shared ...

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 ...

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 ...

The race to win new customers is getting harder and targeting buyers is becoming more sophisticated. Learn how Customer Journey Maps are being used to attract, nurture and ultimately win new clients ...

A customer journey map is a visual representation of every interaction between you and your customers. Proper customer journey mapping can make a huge difference in conversions and help you create a ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...

The Customer Journey is a seven-step guideline used by businesses to help them provide the right messaging at the right time as their customers engage in purchasing decisions. In B2B marketing, it ...