The elements of a successful customer journey map defined. A thoughtful customer journey map helps marketers get into the mindset of their customers. They serve to cultivate a better understanding of ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

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 ...

In research recently published by McKinsey, taking a broad and systematic approach to the customer journey was found to increase customer satisfaction as much as 10%. Another study, by Boston ...

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 ...

Consider the first pioneers exploring the new frontier as they made their way across the country in the 17th century. They had no maps to guide them. For the earliest ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Forbes contributors publish independent expert analyses and insights. Boost sales by optimizing the customer journey. Map every touchpoint from awareness to post-purchase, eliminating friction and ...

“The Customer Journey” is a phrase you’ll hear often in marketing. It is used to describe how a consumer becomes aware of your brand and interacts with it during the purchase funnel. In essence, it is ...