Modern leaders and marketers have no shortage of metrics that can help them determine how to serve their customers better and improve sales. Even so, one metric stands out as the key to optimizing 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 ...

Delivering exceptional customer experiences is no longer just a competitive advantage; it's a necessity. Enter customer journey orchestration, a strategic approach that has gained significant traction ...

Turning data into dashboards isn’t enough. The real ROI comes when insights drive action—changing how teams work, serve customers, and grow revenue.

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 ...

Last March, three weeks after Joseph Siwak was hired as an experience designer at the online hotel-booking company Rocket Travel, they sent him home — not with a pink slip, but with a new set of ...

The traditional marketing funnel is breaking – and your content is losing its place in it. For years, marketers built strategies around a linear journey: Awareness → Evaluation → Consideration → ...

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 ...

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; ...

The usage of Customer Journey Mapping (CJM) has been a topic of debate. While some dismiss it in digital service design as a mere formality, others see it as an indispensable tool for crafting ...

Google Analytics 4 (GA4) comes with a more flexible audience builder and offers more advanced audience creation capabilities than Universal Analytics (UA). GA4 also takes a different approach to ...