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 ...

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 ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

No single tactic will deliver on the ultimate CX vision, it takes the right mix of people and processes or methodologies to deliver a meaningful experience. No single tactic will deliver on the ...

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 ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

When it comes to marketing, you’ve probably lost count of how many times you’ve heard the word “customer.” Or the word “journey.” Heck, you may have even heard the term “mapping” more than a few times ...

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 ...

Despite the difference in access to end users, designers at tech companies can still learn a thing or two from their consulting counterparts about building user personas. For example, the tech ...