Customer journey maps show you the road — but only optimization gets you to your destination. Learn how the two work together for CX success. Mapping vs. optimization. Customer journey mapping alone ...

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

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 ...

In today’s world, it often feels like our devices know what we need before we do. Have you ever thought about coffee, and suddenly, an ad for your favorite brand appears on your phone? Or how Netflix ...