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 ...

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 ...

A journey map can help a company visualize the needs, desires and motivations of its customers and provides the data it needs to engage its customer base efficiently. Journey mapping focuses on the ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

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 ...

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 ...

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 ...

Customer journey mapping is crucial to helping your company improve the customer experience and building brand loyalty. Now to argue for it. “The world is moving so fast these days that the man who ...