5 Must-Have Elements for Customer Journey Maps
While each customer journey map is different, these 5 elements must be on every map.
5 Must-Have Elements for Customer Journey Maps Read More »
Customer Journey Mapping
Journey Map or Process Map? What’s the Difference?
Understand the difference between a customer journey map and a process map, and key elements of each.
Journey Map or Process Map? What’s the Difference? Read More »
Should Contact Center Leaders Create a Customer Journey Map?
Before you invest in creating a customer journey map, there are a few questions you should ask yourself.
Should Contact Center Leaders Create a Customer Journey Map? Read More »
3 Reasons Customer Journey Maps Fail
Only 29% of customer journey maps are successful. Here’s how to ensure your customer journey mapping project delivers business value.
3 Reasons Customer Journey Maps Fail Read More »
Stop Playing Whac-a-Mole with CX Pain Points
Instead of solving pain points and optimizing interactions, adopt a customer journey perspective to create the biggest business impact.
Stop Playing Whac-a-Mole with CX Pain Points Read More »
How to Measure the Customer Experience
With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience?
How to Measure the Customer Experience Read More »