Customer journey mapping emerged as a way to visualize the steps customers take when interacting with the brand, but there’s a lot more to it than just using personas to plot touch points.

Are we a customer-centric organization? Is customer experience a measured focus of our business? Assuming the answer is yes to those questions, the next step is to build out journey maps using the ...

Compare that early tech to a current, GPS-based service, such as Google Maps—or today's MapQuest... It gives you dynamic directions in real-time. It knows where you are, how fast you're going, and ...

B2B customer journey maps might focus on the different personas in the buying group, as multiple stakeholders take part in the purchase decision. However, if you choose to do it, don’t create ...