How do you win the attention of your audience and create content they actually care about? It happens when you take the time to understand and take on their thoughts, feelings and motivations as your ...

Millions of people around the world use navigation apps such as Google, Apple, and Waze to find their way around. For years, those apps have used aerial imagery and other data to give directions. Now, ...

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 ...

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do? Voice of the customer and customer journey maps are ...

Recently, I participated in a panel discussion in which a debate about the validity of customer journey maps ensued. One panelist argued that organizations should not create these maps with the ...