Explore our latest thinking on CX, PX, Journey Mapping, and AI-Powered Transformation.
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The archetypal customer journey has nine stages: Need, Seek, Choose, Give, Get, Use, Fix, Love, and Leave. Every customer interaction fits ... READ MORE »
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Customer journey map research turns guesses into accurate maps. Start with an assumption map built by employees from different departments, ... READ MORE »
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Hypothesis journey maps are maps employees build from their own knowledge and assumptions, before talking to customers. They're a necessary ... READ MORE »
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Knowing how to use customer journey maps starts with your business objective. Decide what you want to achieve first, then match it to the ... READ MORE »
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Mapping one customer journey at a time is not only safe, it's the smart way to start. Waiting until you've mapped every customer journey ... READ MORE »
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There are four types of customer journey maps, each with a different purpose. Current-state maps show the experience today, day-in-the-life ... READ MORE »
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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 »
