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 ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. With any journey mapping project, you’ll always end up with a better understanding of your ...

Mom and pop have an advantage. When it comes to delivering a great customer experience, the small family-run business has the natural DNA to organize around the customer: a tight-knit team, a shared ...

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 ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. The exact course your customers will chart depends on unique factors, like ...

Many content marketers make the mistake of creating content solely to attract and support new customers, forgetting about the rest of the customer journey. Instead of focusing on the different stages ...

The race to win new customers is getting harder and targeting buyers is becoming more sophisticated. Learn how Customer Journey Maps are being used to attract, nurture and ultimately win new clients ...

It’s no secret that one of today’s top marketing mandates is to deliver optimized digital experiences across multiple digital channels. Analyst firm Forrester recently came out with their State of ...

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 ...