With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...

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 ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

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 ...

A customer journey map looks at all of the interactions that a customer has as they progress through their journey across all of the brand’s channels. The customer journey begins when a prospective ...

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 ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...