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 ...

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 ...

It’s tough out there for a customer journey mapper, at least one who is still clinging to the old or legacy ways of ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...

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 ...

Building any kind of business strategy begins with an understanding of your customers and their needs. Because if you don't know to whom you're selling, it's nearly impossible to know what to sell ...

To untangle these questions, marketers took a step back and broadened their view of the entire customer engagement. By understanding the different phases through which a given customer type would ...

Bonnye Hart, senior director of customer success and digital engagement services at Granicus, has said mapping the citizen journey could help government agencies identify the needs and motivations of ...

Hennepin County officials are finally deploying a data analytics system businesses have used for years to understand how customer behavior impacts the bottom line. It's an approach typically seen in ...

This article builds on my previous one, emphasizing the importance of aligning SEO with the customer journey, specifically for companies that provide software as a service (SaaS) that market to other ...

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 ...