As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

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 ...

As someone who spends a lot of time working with customers and learning about how they need to support their own customers, I asked Kao Stark if she saw customer journey mapping as a valuable process.

It’s no secret that one of today’s top marketing mandates is to deliver optimized digital experiences across multiple digital channels. Analyst firm Forrester recently came out with their State of ...

Not too long ago, marketers could easily map out the path a buyer took from first contact to making a purchase. The customer might have checked a few websites to gather information about your product, ...

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 ...

Many content marketers make the mistake of creating content solely to attract and support new customers, forgetting about the rest of the customer journey. Instead of focusing on the different stages ...

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 ...

Digital technologies have given customers unprecedented power to dictate the terms of purchase, to the point that instant gratification has become the norm. Customers expect the same kind of immediacy ...