When implementing our quality assurance systems, we discovered that customer experience mapping was an exciting side benefit. We mapped out our job and service processes using step-by-step prompts to ...

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 products ...

The experiences your customers and prospects have with your brand can have a huge influence on whether they choose you or your competitors for their next purchase. In fact, research has shown that 89% ...

A growing number of B2B businesses are claiming to be customer-centric – but before you add, “we put our customers at the heart of everything we do” to your core messages, is your customer experience ...

AI enhances mapping. AI transforms traditional customer experience journey mapping by enabling dynamic personalization, predictive insights and real-time automation. Automation speeds journeys.

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 ...

With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...