Articles

As businesses grow, so does the complexity of their customer experience. What began as a single journey map for a specific product can quickly become a collection of fragmented, outdated

While most journey maps focus on the pre-purchase and post-purchase phases, the advocacy stage is arguably the most powerful for long-term business growth. Advocacy is when a customer is so

Beyond the Anecdote A customer journey map is a hypothesis, and customer feedback is the data that validates or refutes it. While it’s easy to rely on anecdotes from a

While the fundamental principles of journey mapping apply to all channels, the mobile experience presents unique challenges and opportunities that require a specialized approach. Unlike a linear desktop experience, mobile

A customer journey map is an invaluable tool for your team, but to get buy-in and secure resources, you need to communicate its insights to executive leadership in a language

While a high-level journey map provides a broad overview, a deeper understanding requires analyzing each individual touchpoint—the specific moments where a customer interacts with your brand. These moments, both digital

A customer journey map is an invaluable tool for visualizing the customer experience. However, the true value of journey mapping lies in turning the insights you’ve gathered into a clear,

To build products and services that truly resonate, you must move beyond simply identifying what your customers want and begin to understand their underlying frustrations. This is where empathy becomes

In today’s competitive market, understanding your customer is the key to building a successful business. A customer journey map is an invaluable tool that helps you see your product or