Do we really have to spend so much time defining customer personas? The question came up during a recent customer journey mapping workshop with a B2B organization. Some considered the amount of time ...

In this workshop, Allegra Burnette will introduce students to Journey Mapping. A user journey map is a visualization of the steps your visitors go through in engaging with the museum during the visit.

When you and your team set out to plot your customer journey, the map you create and the journey you paint will be affected by the behavioural psychology of yourself and each of the team members ...

Journey mapping is a process conducted by businesses to help them truly comprehend what their customers want and go through when they work with their company. By understanding the path a customer ...

MaritzCX’s customer journey mapping program is not a process-mapping exercise. “Frequently people think this is process mapping, but that tends to be very internally focused and doesn’t have the view ...

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 ...