This template from a customer experience expert lets you map out how customers interact with your business, through five key stages. Aileen Day May 17, 2021 3 min read ...

The Quadrant Knowledge Solutions SPARK Matrix: Customer Journey Mapping, Q2, 2023, includes a detailed analysis of global market dynamics, major trends, vendor landscape, and competitive positioning.

Your goal in mapping that journey is to remove the obstacles and make the process efficient and intuitive. The more seamless an experience you can create, the better the customer experience will be.

Client journey mapping is not just a trendy concept; it’s a vital tool for law firms looking to enhance client experience, improve efficiency, and stay competitive.

I n their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent ...

P.S. Customer journey mapping is closely related to experience mapping, which Michael Stoner discussed in a column several weeks ago. The essential difference is that customer journey maps typically ...

If a CIO is going to lead digital transformation, then they need to have an understanding of the customer journey map. Here’s what they need to know.

There is more to optimizing for the user experience than just mapping your content on your website to the buyer’s journey, however. It also requires taking a holistic look at your consumers.