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 ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

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 ...

It’s not enough to know the tasks your users need to accomplish. Using a journey map allows you to get inside the minds of your users, understanding their wants and needs. Journey maps work by ...

Map one buyer persona at a time, develop personas based on real data and other tips to make sure your customer journey maps stand the test of time. Customer journey maps are a critical tool for ...

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 ...

Remember the early days of getting directions online? You'd go to a site like MapQuest, put in your start and end points, and print out 10 pages of turn-by-turn directions. It worked great... until ...

CX has become a top priority, as companies work to meet shifting customer needs and customer journey maps are a critical part of delivering on those demands. In the current climate CX has become a top ...

You should widen the waistline of the audience funnel, paying more attention to the engaged middle than the fly-by traffic at ...