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 ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. When it comes to customer experience (CX), a term you often hear ...

Customer journey maps show you the road — but only optimization gets you to your destination. Learn how the two work together for CX success. Mapping vs. optimization. Customer journey mapping alone ...

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 ...

In the upcoming book, "Personalized," the authors emphasize that personalization is essential throughout the customer journey. Their research highlights that leaders in personalization consistently ...

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 ...

To untangle these questions, marketers took a step back and broadened their view of the entire customer engagement. By understanding the different phases through which a given customer type would ...

Answer: Mapping is an important tool for marketers to understand how customers interact with their brand. Consumer Journey Mapping is an important tool for marketers to understand how customers ...

Greg Thomas CEO of ContactOne based in Gawcott in the UK, which provides expertise, solutions, and services to businesses with the challenge of managing large amounts of customer contact, typically ...

This article builds on my previous one, emphasizing the importance of aligning SEO with the customer journey, specifically for companies that provide software as a service (SaaS) that market to other ...

Discover the stages of the buyer's journey and how they influence purchasing decisions. Learn how to incorporate the buyer’s journey into your sales process. A buyer journey is a sales process from ...