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 ...

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 ...

For brands and retailers, it’s no secret that a more personalized customer experience typically leads to increased engagement and sales. And yet, so many companies struggle to implement what I call ...

Billions are wasted on dashboards and data collection. True journey intelligence comes when leaders turn insights into real-time action. Picture this: You're sitting in a strategy meeting where ...

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; ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Justin Fredericks The ...

Qualtrics today released Customer Journey Optimizer, a journey analytics and orchestration solution powered by Qualtrics Experience iD that helps organizations identify key moments and points of ...

When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

Consumer behavior has become more complex and unpredictable. To effectively reach and engage customers, businesses must adopt a multichannel marketing approach, leveraging various online and offline ...

We all want to offer our customers the same ease, seamlessness and efficiency when shopping in person as they enjoy when shopping online. To do this, we need innovations that link customers’ ...