Jim Kalbach, head of customer ... Jim Kalbach, MURAL's CX lead. Kalbach is a recognized expert on experience design and the author of two books, "Designing Web Navigation" and "Mapping Experiences ...

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 ...

A customer journey map is a visualization tool showing how someone engages with your product. A process map visualizes all steps of the process, allowing for a quick understanding of how the ...

I explore all things Digital Transformation. Customer journey mapping isn’t new. In fact, it’s become an essential part of digital transformation as execs begin to understand the role customer ...

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information.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 ...

LONDON--(BUSINESS WIRE)--A well-known market intelligence company, Infiniti Research, has announced the completion of their latest article on how to map customers’ journey. Customer journey ...

STAMFORD, Conn.--(BUSINESS WIRE)--Customer journey maps are a critical component of many organizations' customer experience (CX) framework, however, almost one-third of organizations still face ...