Explore our latest thinking on CX, PX, Journey Mapping, and AI-Powered Transformation.
Customer Experience - CX
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 »
News
Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than ... READ MORE »
News
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 »
News
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 »
Customer Experience - CX
The contact center customer journey is often the only point where a customer interacts directly with your business, which makes it critical ... READ MORE »
Customer Experience - CX
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 »
Customer Journey
When to update your customer journey maps comes down to two things: maintenance and triggers. On the maintenance side, review them roughly ... READ MORE »
News
Journey management is the practice of setting strategic direction for a customer journey and working across the organization to improve it ... READ MORE »
Customer Journey
The journey management framework organizes customer experience work into three phases: Discover the journey, Design the journey, and ... READ MORE »
Customer Experience - CX
B2B customer journey mapping follows the same process as B2C, with two key differences. First, B2B personas are defined by job function or ... READ MORE »
