The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

A customer journey map looks at all of the interactions that a customer has as they progress through their journey across all of the brand’s channels. The customer journey begins when a prospective ...

Keeping up with the modern consumer’s changing tastes can be a challenge, but business depends on it. Customers are interacting constantly with brands across multiple channels and platforms, with many ...

Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right. Customer journey analysis and optimization ...

Required Reading: Journey Mapping Must Bring Customer-Focused Change In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim ...

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 ...

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 ...

Building any kind of business strategy begins with an understanding of your customers and their needs. Because if you don't know to whom you're selling, it's nearly impossible to know what to sell ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

The growth of the customer journey mapping software market is primarily driven by increasing focus on customer experience management across industries. Organizations are rapidly adopting data-driven ...

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 ...