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 important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

According to Watermark Consulting, customer experience leaders obtain returns up to 80% greater than customer experience laggards and yet more than half (55%) of senior marketers said they were not ...

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 ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

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 ...

Businesses seeking to improve the customer experience often build customer journey maps—a visual representation of the various interactions a buyer has with a business. Building that map from the ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...