A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

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 ...

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 ...

When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

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 ...

Digital technologies have given customers unprecedented power to dictate the terms of purchase, to the point that instant gratification has become the norm. Customers expect the same kind of immediacy ...

Forbes contributors publish independent expert analyses and insights. Shama Hyder is CEO of Zen Media, a b2b PR and marketing firm. The modern holy grail for marketers and executives alike is ...

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 ...

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 ...

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 ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...