We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. The exact course your customers will chart depends on unique factors, like ...

The elements of a successful customer journey map defined. A thoughtful customer journey map helps marketers get into the mindset of their customers. They serve to cultivate a better understanding of ...

In the article, Undercover boss: How to mystery shop your business to improve results, the very first step to creating your very own mystery shopping program was to get into the details and implicitly ...

Keeping up with the modern consumer’s changing tastes can be a challenge, but business depends on it. Customers are interacting constantly with brands across multiple channels and platforms, with many ...

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do? Voice of the customer and customer journey maps are ...

Forbes contributors publish independent expert analyses and insights. I explore all things Digital Transformation. Customer journey mapping isn’t new. In fact, it’s become an essential part of digital ...