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 ...

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 ...

Marketing performance management company Hive9 unveiled a new solution designed to automate the journey mapping process for B2B organizations. The solution analyzes a variety of customer journeys and ...

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 ...

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 ...

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 ...

Knowing the customers' preferences and needs is key to successful business development. Customers having a positive experience are more likely to return, buy more, or upgrade their plan. Besides, ...

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 ...

Customer journey maps offer valuable insights, but they require constant maintenance. Here's how to get the most out of journey maps while avoiding burnout. Ensuring customer experience success is an ...

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 ...

Employee experience is directly linked to the success of any organization. Human resource professionals and organizational leaders must intentionally construct a positive employee experience for the ...