To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping emerged as a way to visualize the steps customers take when interacting with the brand ...

Assuming the answer is yes to those questions, the next step is to build out journey maps using the following general framework. The persona is a definition that represents the customer group you want ...

Introduction to customer journey maps. Delivering an exceptional customer experience is priority number one for companies hoping to succeed and grow in today’s competitive environment. More than ...

I think a map might help people who are terrible at finding where, say, the next boss is, but I don't think it would make the ...