A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Remember the early days of getting directions online? You'd go to a site like MapQuest, put in your start and end points, and print out 10 pages of turn-by-turn directions. It worked great... until ...

When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

Process discovery is the process of identifying, documenting and analyzing the different processes that take place within an organization. It is an important step in creating a process catalog, which ...

Rohan Joshi is the CEO and co-founder of Wolken Software, a leading IT service management and customer service desk software provider. While much of the focus for leveraging AI-based technologies to ...

Today's volatile market environment requires companies of all sizes to do more with less--work smarter, faster, and harder, while remaining agile, responsive, and customer-focused. Most organizations ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Flowchart vs. process map, what do you choose to use? When it comes to mapping out a project, you’ve got several choices on how to visualize them. If you’ve had trouble deciding on a format for your ...

Customer service is one of the most significant areas of focus among businesses of all kinds. With the rise of technology and the internet as a whole, companies now have access to an abundance of ...

The stakes for delivering exceptional customer experiences are getting increasingly higher, with XM Institute finding that poor customer service is costing companies $3.7 trillion each year. Coupled ...