In a recent SuperOffice study of nearly 2,000 business professionals, 49.5% indicated that their number one priority over the next five years is improving customer experience (CX). Another study ...

In Vermont, where I live, it’s fun and eye-opening to go for a walk or a drive without a destination in mind for the sheer joy of discovering where a road goes. But that’s not a productive approach to ...

An experience map is a representation of your customers' experience in their different interactions with your company. The representation can take the form of a series of sticky notes, a flow diagram, ...

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 ...

Mapping and navigations are areas where Google shines thanks to products like Google Maps and Waze, which are must-have apps for so many people. Unsurprisingly, Google Maps got a short segment during ...

Map one buyer persona at a time, develop personas based on real data and other tips to make sure your customer journey maps stand the test of time. Customer journey maps are a critical tool for ...

Customer experience (CX) has been getting people's attention lately. "The new battlefield," declared a post on Gartner's website this past February, noting that 89 percent of the companies surveyed by ...

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 ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...

Last, and perhaps the most important, it should include the type of emotion the customer expresses or feels during each of these stages. If a 20-something male is feeling annoyed in the car dealership ...