Have you ever filled out a questionnaire too quickly? Perhaps it was a situation where you knew the correct answers by rote and started writing—only later to realize that the questions were nuanced in ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

How should companies use customer journey maps as catalysts for change? To drive change with journey mapping, first and foremost, you need to involve a broad, cross-functional team. When everyone is ...

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 ...

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 ...

When using AI to improve your individual marketing output, think first about your customers rather than specific tools. Or vice versa: this is all about your individual efficiency and creativity, ...

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 ...

The process of journey mapping is powerful. It gives you an understanding of your customers' journey. What brought them to you. What motivates them. What scares them. And how your organization can ...