As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

Need to build a customer journey map for your business? CMSWire interviewed practitioners and experts to shed light on how best to approach your first customer journey map. Customer journey mapping ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. When it comes to customer experience (CX), a term you often hear ...

The elements of a successful customer journey map defined. A thoughtful customer journey map helps marketers get into the mindset of their customers. They serve to cultivate a better understanding of ...

Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change ...

When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

In this workshop, Allegra Burnette will introduce students to Journey Mapping. A user journey map is a visualization of the steps your visitors go through in engaging with the museum during the visit.