Customer journey mapping: 2016 guide

Forrester research says 63% of marketing professionals now rely on journey maps. The question is - how do you ensure your journey maps are leading to the right outcomes, include the right people and incorporate the right technology? This guide will hone in on every facet of the customer journey mapping process. 

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2016 Forrester research says 63% of marketing professionals rely on journey maps – graphs that help businesses visualise the whole journey...
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In essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your...
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Customer journey maps are an increasingly popular way for organisations to establish how they can drive customer experience improvements...
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Today the value of creating experiences that exceed your customers’ expectations is well known. We’re living in the ‘Age of the Customer’...
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Buyer personas are a well-worn technique adopted by marketers to get under the skin of customers. A fictional but data-driven profile of...
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While personas are a tool that have been used by businesses for many years, their popularity has increased of late as organisations are...
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Many of us are familiar with Gartner’s hypecycle , representing the maturity, adoption and social application of specific technologies. At...
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Recent trends in the airline industry are a great example of why having a clear strategy towards customer journeys is so important...
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In the latest in our series of articles where IT leaders provide their take on the purchasing process, Marc Stickdorn, co-founder & CEO...
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Journey maps help paint a picture of what your customers experience when they interact with you – their user journey with your brand, their...
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If you’re serious about business management, it’s very likely that you’re familiar with the phrase ‘design thinking’. But familiarity with...
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Customer journey mapping is all the rage in CX. In 2015, Salesforce declared that we entering an era “…of the Customer Journey” to help you...
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Last week, CX guru Brian Solis explained why customer journey mapping should mature into experience design . In this follow-up article,...