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 ...

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 ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

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 ...

AI enhances mapping. AI transforms traditional customer experience journey mapping by enabling dynamic personalization, predictive insights and real-time automation. Automation speeds journeys.