In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

MaritzCX’s customer journey mapping program is not a process-mapping exercise. “Frequently people think this is process mapping, but that tends to be very internally focused and doesn’t have the view ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...

Flowchart vs. process map, what do you choose to use? When it comes to mapping out a project, you’ve got several choices on how to visualize them. If you’ve had trouble deciding on a format for your ...

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 ...

Process mapping is a vital technique for visualizing and understanding business processes. It allows you to outline each step involved in a workflow, effectively transforming the invisible into the ...

Consider the first pioneers exploring the new frontier as they made their way across the country in the 17th century. They had no maps to guide them. For the earliest ...

Customer journey mapping isn’t new. In fact, it’s become an essential part of digital transformation as execs begin to understand the role customer experience plays in their company’s success. In the ...

Considering our purpose as marketers, we should be placing customers at the center of our marketing efforts. That's truer today than ever before, because customers have more choices, more control, ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...