Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

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 ...

Not long ago, mapping the customer journey meant sticky notes, whiteboards and long meetings to debate where people were falling through the cracks. Today, AI transforms this process into something ...

It’s hard to believe, but it wasn’t that long ago when retailers relied on very different ways to create awareness for their potential customers. Remember flyers in the Sunday paper? Catalogs mailed ...

Billions are wasted on dashboards and data collection. True journey intelligence comes when leaders turn insights into real-time action. Picture this: You're sitting in a strategy meeting where ...