With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. When it comes to customer experience (CX), a term you often hear ...

Marketing performance management company Hive9 unveiled a new solution designed to automate the journey mapping process for B2B organizations. The solution analyzes a variety of customer journeys and ...

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 ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

Knowing the customers' preferences and needs is key to successful business development. Customers having a positive experience are more likely to return, buy more, or upgrade their plan. Besides, ...

Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change ...

Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

Having laid out the foundation of customer journey mapping in a previous article, we now delve into the necessary management and maintenance steps. Now that we’ve laid out the foundational steps for ...

Discover the stages of the buyer's journey and how they influence purchasing decisions. Learn how to incorporate the buyer’s journey into your sales process. A buyer journey is a sales process from ...

Real Chemistry and WhizAI are teaming up to map the path patients take from diagnosis to treatment. By creating patient journey software, the collaborators aim to help clients market to identified ...