With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...

Journey mapping is all about determining what matters to the customer, and not so much what you think matters for your customer. Customer experience design’s goal is providing consumers with the ...

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 ...

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 ...

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 ...

With more than 26 years of experience leading some of the world’s most progressive and fastest-growing agencies, I can confidently say the marketers' holy grail continues to be customer connectivity.

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 ...

“The Customer Journey” is a phrase you’ll hear often in marketing. It is used to describe how a consumer becomes aware of your brand and interacts with it during the purchase funnel. In essence, it is ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...