Retail organizations are constantly seeking ways to improve the customer experience. To do so requires integrated data across all channels, consistent communications across all channels, and shared ...

Customer experience (CX) has been getting people's attention lately. "The new battlefield," declared a post on Gartner's website this past February, noting that 89 percent of the companies surveyed by ...

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 ...

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, ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...