Customer journey mapping: best practices

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. 

Customer journey
Article
30th Jul 2018
6
The process of customer journey mapping can take many forms. In this post we highlight some of the most effective methods, with some tips...
Banana
Article
3rd Oct 2016
1
Customer journey maps are an increasingly popular way for organisations to establish how they can drive customer experience improvements...
Journey map
Article
6th Oct 2016
1
Today the value of creating experiences that exceed your customers’ expectations is well known. We’re living in the ‘Age of the Customer’...
Masks buyer personas
Article
10th Oct 2016
1
Buyer personas are a well-worn technique adopted by marketers to get under the skin of customers. A fictional but data-driven profile of...
Mask
Article
13th Oct 2016
While personas are a tool that have been used by businesses for many years, their popularity has increased of late as organisations are...
Steps
Article
17th Oct 2016
Many of us are familiar with Gartner’s hypecycle , representing the maturity, adoption and social application of specific technologies. At...
Ownership
Article
20th Oct 2016
2
Recent trends in the airline industry are a great example of why having a clear strategy towards customer journeys is so important...
Buyer's advice
Article
24th Oct 2016
In the latest in our series of articles where IT leaders provide their take on the purchasing process, Marc Stickdorn, co-founder & CEO...
27th Oct 2016
Journey maps help paint a picture of what your customers experience when they interact with you – their user journey with your brand, their...
brain
Article
31st Oct 2016
If you’re serious about business management, it’s very likely that you’re familiar with the phrase ‘design thinking’. But familiarity with...
Blueprint
Article
10th Nov 2016
Last week, CX guru Brian Solis explained why customer journey mapping should mature into experience design . In this follow-up article,...