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 ...

McKinsey research finds that companies integrating customer data analytics into their core decision processes improve growth and profits by at least 50%, with overall operational productivity reaching ...

For years, customer experience teams have invested countless hours creating journey maps—those colorful wall charts dotted with personas, touchpoints and emotion curves. These artifacts have become ...