Successful customer journey mapping can be daunting for sure. Watch this 5-minute Q&A video featuring Joana van den Brink-Quintanilha, Senior Analysts for Forrester Research, who explores the benefits ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

MaritzCX’s customer journey mapping program is not a process-mapping exercise. “Frequently people think this is process mapping, but that tends to be very internally focused and doesn’t have the view ...

How do you track customers’ interactions with your company? Touchpoint Dashboard has released an online customer journey mapping tool to do just that. The Wichita, Kansas-based company said that the ...

Required Reading: Journey Mapping Must Bring Customer-Focused Change In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim ...

Last March, three weeks after Joseph Siwak was hired as an experience designer at the online hotel-booking company Rocket Travel, they sent him home — not with a pink slip, but with a new set of ...

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 ...

High performing companies leverage Customer Journey Mapping to plan for and drive customer experience innovation. But how do they do it? During this webcast J.D. Power and Kerry Bodine & Co. cover the ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...