Customer journey analysis and optimization is among the top investment priorities for customer experience practitioners, according to the CMSWire State of Digital Customer Experience 2021 report.

In the world of B2B, customer journey maps have an additional level of complexity because organizations are often selling to a team rather than a single person. Therefore, when building a journey map, ...

The ecommerce customer journey encompasses the complete end-to-end experience, starting from the first interaction with a brand’s online store and culminating in the final purchase.

A customer journey map can take a variety of forms, but essentially, it is a visual representation of a customer’s experience with a product or company at various touchpoints over time.

Define what experience your customer desires, map the touch points across the customer lifecycle and ensure you have coverage across the entirety. - Hugo Harris, PwC Australia 16.

By understanding the following 5 phases, we can shape our content strategy to meet the customer’s needs – whatever stage of their journey they may be at.

A customer journey map is a visual representation of the path customers take when interacting with your brand, from awareness to post-purchase. This path is known as the “customer journey” or ...

Customer journey mapping isn’t new. In fact, it’s become an essential part of digital transformation as execs begin to understand the role customer experience plays in their company’s success.

You successfully complete your customer journey map. Congratulations! But how do you ensure that all of your work in mapping the customer journey will be properly implemented within your organization?

The most successful businesses today have clearly identified the needs of their best customer and are obsessing daily to satisfy those needs. Here are the 4 parts to mapping your customer’s journey.

LAS VEGAS — In the 40 years SAS has been around — yes it's a milestone anniversary for the company — its definition of speed and what constitutes "fast" has quite understandably changed with ...

I hope this helps companies understand the vital synergy between SEO and the customer journey for B2B SaaS companies. You can create a roadmap to optimize the user experience by mapping and ...