Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

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 ...

Dana Miranda is a Certified Educator in Personal Finance, creator of the Healthy Rich newsletter and author of You Don't Need a Budget: Stop Worrying about Debt, Spend without Shame, and Manage Money ...

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 ...

There’s no one single way to create a customer journey map. See how brands are approaching journey mapping today in strategic, emotional and goal-driven ways. What’s in your abandoned cart? From 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 ...

To untangle these questions, marketers took a step back and broadened their view of the entire customer engagement. By understanding the different phases through which a given customer type would ...

Journey mapping is a technique long known to marketers at companies like IBM and Clorox but has only recently caught on in higher education circles. In an article that dates back to 2010, the Harvard ...

Employee experience is directly linked to the success of any organization. Human resource professionals and organizational leaders must intentionally construct a positive employee experience for the ...