When implementing our quality assurance systems, we discovered that customer experience mapping was an exciting side benefit. We mapped out our job and service processes using step-by-step prompts to ...

An experience map is a representation of your customers' experience in their different interactions with your company. The representation can take the form of a series of sticky notes, a flow diagram, ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping emerged as a way to visualize the steps ...

In Vermont, where I live, it’s fun and eye-opening to go for a walk or a drive without a destination in mind for the sheer joy of discovering where a road goes. But that’s not a productive approach to ...

Have you ever filled out a questionnaire too quickly? Perhaps it was a situation where you knew the correct answers by rote and started writing—only later to realize that the questions were nuanced in ...

In a recent SuperOffice study of nearly 2,000 business professionals, 49.5% indicated that their number one priority over the next five years is improving customer experience (CX). Another study ...

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 ...