Are you getting the most out of your journey maps? With this 11-step process, you can ensure your efforts don’t go to waste. Journey mapping is one of the most powerful tools to help you understand ...

The experiences your customers and prospects have with your brand can have a huge influence on whether they choose you or your competitors for their next purchase. In fact, research has shown that 89% ...

A 2019 Gartner survey reported that 82% of organizations had created customer journey maps. That figure is probably higher now. Customer journey is a term tossed about as liberally as confetti at a ...

A growing number of B2B businesses are claiming to be customer-centric – but before you add, “we put our customers at the heart of everything we do” to your core messages, is your customer experience ...

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 ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.