A customer journey map can focus on a single task or experience, such as mapping out a payment flow, or can cover the full life cycle of a customer’s initial engagement and continued retention.

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

Mapping customer journeys is the key first step in improving the customer experience. The concept of customer journey mapping isn’t new, of course.

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with ...

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do?

Customer journey-mapping is a method of developing empathy for your target audience. When you successfully do that, you can better serve them.

This approach requires looking beyond typical journey maps and thinking strategically about desired outcomes first, then ...

Here's why mapping the customer journey is vital for SEO success. Explore each step of the journey and optimize your strategy accordingly.

Customer journey maps help businesses visualize interactions with customers. Learn the 6 elements of a framework that can get you started.