Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

It’s not enough to know the tasks your users need to accomplish. Using a journey map allows you to get inside the minds of your users, understanding their wants and needs. Journey maps work by ...

As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Customer journey mapping isn’t new. In fact, it’s become an essential part of digital transformation as execs begin to understand the role customer experience plays in their company’s success. In the ...

Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change ...

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 ...

Not too long ago, marketers could easily map out the path a buyer took from first contact to making a purchase. The customer might have checked a few websites to gather information about your product, ...

Let me start with a basic reality of life: people are self-centered. We all are. Everyone has their own frame of reference, which heavily influences what they do and how they do it. Customers, for ...