Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change ...

Consider the first pioneers exploring the new frontier as they made their way across the country in the 17th century. They had no maps to guide them. For the earliest ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. When it comes to customer experience (CX), a term you often hear ...

Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right. Customer journey analysis and optimization ...

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 ...