Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

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 ...

Answer: Mapping is an important tool for marketers to understand how customers interact with their brand. Consumer Journey Mapping is an important tool for marketers to understand how customers ...

To untangle these questions, marketers took a step back and broadened their view of the entire customer engagement. By understanding the different phases through which a given customer type would ...

AI enhances mapping. AI transforms traditional customer experience journey mapping by enabling dynamic personalization, predictive insights and real-time automation. Automation speeds journeys.

In today’s world, it often feels like our devices know what we need before we do. Have you ever thought about coffee, and suddenly, an ad for your favorite brand appears on your phone? Or how Netflix ...