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 ...

The modern customer experience is always on and takes place across numerous platforms and interactions. The constant and multi-faceted nature of customer experience today means that companies must be ...

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 ...

For many years, organizations have relied on a familiar view of the customer journey. The idea that a user moves from awareness to consideration to decision in a neat and predictable line has shaped ...

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 ...

With customers’ needs changing, so does their relationship with brands and the customer journey. Here’s how organizations can keep people loyal. The customer journey doesn’t end once a brand has ...

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 ...

Companies around the world are making customer experience (CX) the top priority according to Harvard Business Review Analytical Services (HBRAS). But to do so takes more than lip service. To deliver ...

The usage of Customer Journey Mapping (CJM) has been a topic of debate. While some dismiss it in digital service design as a mere formality, others see it as an indispensable tool for crafting ...

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 ...