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 ...

Digital transformation is quickly becoming the “Band-Aid” of modern times: It's a term so overused that its meaning is no longer clear. Worse, countless service providers unskilled in its nuance have ...

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 ...

Journey mapping is a core discipline and competency of leading organizations. No longer considered a marketing or customer success initiative, leaders are realizing that everyone benefits from ...

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 ...

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 ...

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 ...

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 ...

Knowing the customers' preferences and needs is key to successful business development. Customers having a positive experience are more likely to return, buy more, or upgrade their plan. Besides, ...

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 ...