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The core elements of a customer journey map are consistent, even though no two maps look alike: who the journey is for, the customer's task ... READ MORE »
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A customer journey content strategy uses a journey map to decide what content to create and when, matching it to what customers need at ... READ MORE »
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To decide which customer journeys to map, start small and choose carefully. Instead of mapping every interaction, begin with one or two ... READ MORE »
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To map long customer journeys that unfold over years, like saving for retirement, don't try to capture every moment from one person. ... READ MORE »
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Getting started with journey mapping can feel overwhelming, and that's completely normal. The fastest way past it is to learn by doing: ... READ MORE »
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Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than ... READ MORE »
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Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. We got a ton of great questions from the attendees, but didn’t ... READ MORE »
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Mapping non-linear customer journeys, the kind with many entry points and no fixed order, starts with accepting that you can't map every ... READ MORE »
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The contact center customer journey is often the only point where a customer interacts directly with your business, which makes it critical ... READ MORE »
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Involving your team in journey mapping is what turns a map into something people actually use. Maps get forgotten in a drawer when the ... READ MORE »
