Customers who shop in person can experience products through all their senses. They might pick up a merino wool sweater from ...

Discover the stages of the buyer's journey and how they influence decisions. Learn how to build the buyer’s journey into your ...

The most successful companies treat customer retention as a proactive mission rather than a reactive scramble.

Rising prices will spark a 25% decline in brand loyalty in 2025, according to Forrester analysts. This prediction comes just ...

In "Personalized: Customer Strategy in the Age of AI," Mark Abraham and David Edelman emphasize that in today’s ...

Smart IVR represents the next generation of interactive voice response systems. Learn what it can do for your customers and ...

“We map out a taxpayer’s journey with a particular tax issue and diagnose the root causes of pain points along that journey.

Unlocking the full potential of multichannel marketing requires mastering integration, and this article dives deep into the ...

Mistakes in conversion rate optimization (CRO) can be costly, especially for ecommerce businesses aiming for sustained growth ...

Too often, the push to sell overwhelms the need to evaluate the entire customer journey, address pain points and ensure the ...

Before former president Jimmy Carter is buried in a private ceremony in Plains, Georgia, near the pond he could see from the porch of his house, his body will travel to the Georgia Capitol and the ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping emerged as a way to visualize the steps ...