At Heart of the Customer, we’re known for creating world-class journey maps. (You could even say I’m driven by it, as you can see from my license plate!) But sometimes, it’s not a journey that you ...

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 ...

When I sat down to write this, I was reminded of an experience I had. I was on my second call of the week with an executive interested in a B2B customer experience map. This senior exec had a mid-size ...

Phil is a serial entrepreneur and the Founder & CEO of Textdrip — a small business SMS marketing tool to automate SMS campaigns. Marketing is increasingly becoming more precise and analytical for ...

A pool service company in Phoenix keeps 340 accounts on a clipboard route sheet that was built in 2019 and has been amended by hand ever since. New customers get appended to the end of whatever day ...

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 ...

For years, customer experience teams have invested countless hours creating journey maps—those colorful wall charts dotted with personas, touchpoints and emotion curves. These artifacts have become ...

A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing ...

The customer journey map is a critical aspect to a brand and retailer's success as it provides a visual story of how customers are engaging with the brand, services and with products. It should be a ...

As a CX professional, a crucial part of providing a positive customer experience is the ability to place yourself in the mind of your customer. Conversely, a failure to fully understand the customer's ...