A 2019 Gartner survey reported that 82% of organizations had created customer journey maps. That figure is probably higher now. Customer journey is a term tossed about as liberally as confetti at 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 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 ...

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 ...

There’s no one single way to create a customer journey map. See how brands are approaching journey mapping today in strategic, emotional and goal-driven ways. What’s in your abandoned cart? From a ...

Guillaume Roques, Salesforce's vice president of marketing, EMEA, shares his thoughts on what is likely to be one of the defining narratives of Dmexco 2016: the customer journey, and how mapping this ...

Building any kind of business strategy begins with an understanding of your customers and their needs. Because if you don't know to whom you're selling, it's nearly impossible to know what to sell ...

Answer: Mapping is an important tool for marketers to understand how customers interact with their brand. Consumer Journey Mapping is an important tool for marketers to understand how customers ...

Customer experience professionals must be getting better at what they do. They define their biggest challenge as cross-functional communication across business departments, up slightly from 2023. But ...

Understanding how your users engage with your brand is vital to delivering a great customer experience. This is why you shouldn’t overlook the customer journey. It allows you to shape your website’s ...

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; ...

Looking to develop your own customer journey map? We surveyed 400 companies nationwide to help explain what makes journey maps an effective decision-making tool, how to use a customer journey map and ...