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 ...

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 ...

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 ...

With customers’ needs changing, so does their relationship with brands and the customer journey. Here’s how organizations can keep people loyal. The customer journey doesn’t end once a brand has ...

The usage of Customer Journey Mapping (CJM) has been a topic of debate. While some dismiss it in digital service design as a mere formality, others see it as an indispensable tool for crafting ...

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 ...