For some organizations, the customer journey map is simple, at least when they start. The simple funnel formula of awareness, consideration, conversion and retention is a basic example.

Your customer journey map should aim to tell a story, too. Moreover, the map should trace the emotional journey as well as the business journey. Emotions, after all, are what ultimately guide our ...

A customer journey map, also referred to as a service blueprint or customer interaction map, aims to capture the touch points between a customer and a business, including its products, services ...