Customer journey maps are most effective when they engage both stakeholders and the C-suite. Your approach will vary greatly based on your unique company culture. For example, your C-suite may be ...

There are a host of common pitfalls that can undermine customer journey mapping efforts, and companies often fall victim to many of them. Examples include: But even if an organization manages to ...

Your customer journey map should aim to tell a story, too. Moreover, the map should trace the emotional journey as well as the business journey. Emotions, after all, are what ultimately guide our ...

for example, a map can help identify when best to escalate a customer email to phone support. A customer journey map helps designers and stakeholders figure out what questions to ask but does not ...

The latest innovations that will change the way that you run your business functions, brought to you by the expert team at ...

Although you can build customer journey maps as simple graphics, marketing automation tools often include mapping tools, which simplifies combining maps and analytics. For example, Dynamics 365 ...

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 ...