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 ...

Leaders without a clear vision and journey map are likely to direct an organization and its people to a road that leads to nowhere. One common adage states that many fail to plan but no one plans to ...

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 ...

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 the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...

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; ...

To untangle these questions, marketers took a step back and broadened their view of the entire customer engagement. By understanding the different phases through which a given customer type would ...