Customer Journey
To decide which customer journeys to map, start small and choose carefully. Instead of mapping every interaction, begin with one or two ... READ MORE »
Customer Experience - CX
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 »
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 »
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
To recruit customers for research workshops, lead with a real incentive, often a gift card of $250 to $500 for a full day, then screen by ... READ MORE »
Customer Experience - CX
A customer experience map, also called a customer journey map, documents what your customers actually go through as they interact with your ... READ MORE »
Customer Journey
Customer experience measurement is shifting from individual touchpoints to whole journeys. McKinsey's research shows why: end-to-end ... READ MORE »
Customer Experience - CX
Every journey map needs an associated persona, because you can't judge whether an experience is good or bad without knowing whose ... READ MORE »
