Is customer experience a measured focus of our business? Assuming the answer is yes to those questions, the next step is to build out journey maps using the following general framework. The persona is ...

So, let’s dig in! The customer journey begins with the awareness funnel. This is typically where the average customer starts a search online, looking for a product or service they’re ...

So, you start researching better customer data management. What you might not realize is that you have just kicked off your awareness journey. No matter where your prospects or leads are on their ...

The council has a vision of delivering an excellent customer ... journey, whatever their access point. This change of approach isn’t about doing more, it is about being better.” The framework ...