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 ...

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to commercial growth.

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

Much like the way to Mordor, the B2B customer experience journey isn’t as straightforward as one might think. A one-size-fits-all approach simply doesn’t work anymore, and there are various obstacles ...

It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected. According to a Harvard Business Review article, employee experience is the key driver of customer ...

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

Intentionally designed experiences, not features or price, are the real drivers of retention, trust and long-term revenue.

The retailers that earn lasting trust will be those whose AI decisions are understandable, equitable, and aligned with human ...