Customer journey mapping isn’t new. In fact, it’s become an essential part of digital transformation as execs begin to understand the role customer experience plays in their company’s success. In the ...

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. Journey mapping is a technique long known to ...

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 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 ...

Remember the early days of getting directions online? You'd go to a site like MapQuest, put in your start and end points, and print out 10 pages of turn-by-turn directions. It worked great... until ...

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 ...

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 ...

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 ...

CX has become a top priority, as companies work to meet shifting customer needs and customer journey maps are a critical part of delivering on those demands. In the current climate CX has become a top ...

Employee experience is directly linked to the success of any organization. Human resource professionals and organizational leaders must intentionally construct a positive employee experience for the ...