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 ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. With any journey mapping project, you’ll always end up with a better understanding of your ...

Editor's Note: This article has been updated on May 8, 2024 to include new data and information. The original content was authored by Scott Clark. A customer experience journey map, or customer ...

Mom and pop have an advantage. When it comes to delivering a great customer experience, the small family-run business has the natural DNA to organize around the customer: a tight-knit team, a shared ...

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 ...

The race to win new customers is getting harder and targeting buyers is becoming more sophisticated. Learn how Customer Journey Maps are being used to attract, nurture and ultimately win new clients ...

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 ...

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 ...

High performing companies leverage Customer Journey Mapping to plan for and drive customer experience innovation. But how do they do it? During this webcast J.D. Power and Kerry Bodine & Co. cover the ...

Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...