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 ...

Are you getting the most out of your journey maps? With this 11-step process, you can ensure your efforts don’t go to waste. Journey mapping is one of the most powerful tools to help you understand ...

A growing number of B2B businesses are claiming to be customer-centric – but before you add, “we put our customers at the heart of everything we do” to your core messages, is your customer experience ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

“Customer experience” has become an industry buzz phrase over the past year — and it has led many leading convenience store chains to enhance, and sometimes even reinvent, the experience their ...