Customer journey articles
Few things are more valuable than hands-on experience of what works, what doesn’t and the most effective way to deliver results.
We have worked with large and small brands from every sector. We have captured some of the key lessons from those experiences in this series of articles. For example this image of the Mahout comes from our article on Mapping Customer emotions. Also check out our ‘How to’ guides, and News section, or contact us with your questions.
Customer journey for customers with access needs
Learning to meet the needs of the few can be the next step in your CX evolution with profound benefits for the whole organisation.
5 steps to successful customer journey mapping projects
A 3-minute video on the key things you need to consider to create a successful mapping project.
What is Customer Journey?
Customer journey describes the interactions people have with your organisation, via all channels, over time.
Do your KPIs justify inaction; or drive change?
Most firms find that far from driving change their KPIs are used to justify inaction.
Small things make a BIG difference to CX engagement
Customer journeys that feel good pay huge dividends. Here are some easy and low-cost examples.
The value of Customer Journey Mapping
Customer Journey Mapping is fundamental to improving profitability...
Mapping customer emotions
Measures like price, speed, channel choice and so on are important, but they only tell one part of the story.
