A customer journey map can focus on a single task or experience, such as mapping out a payment flow, or can cover the full life cycle of a customer’s initial engagement and continued retention.

A stunning 83% of customer experience professionals report disappointing results from their firms' customer journey mapping efforts. Here’s how to avoid a similar fate.

Key Points A customer journey map is a visualization tool showing how someone engages with your product. A process ...

Mapping customer journeys is the key first step in improving the customer experience. The concept of customer journey mapping isn’t new, of course.

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

Customer journey-mapping is a method of developing empathy for your target audience. When you successfully do that, you can better serve them.

MaritzCX’s customer journey mapping program is not a process-mapping exercise.

User-Centered Design: Elements of a Customer Journey Map A customer journey map serves as a visual narrative, capturing the essence of experiences through a combination of key elements.

A customer journey map guides strategy and helps set campaign objectives and measure progress and results. Follow these steps to optimize your mapping for truly data-driven marketing.

Organisations that build customer journey analytics and journey mapping capabilities in-house require a combination of data analytics skills and user experience design skills.