How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t

Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well. Analysts have documented this problem for years. For example, Forrester Research CX expert Joana van den Brink-Quintanilha says one common mistake is not...

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Rally around Personas and Journey Maps to Put Customers First

Is your marketing making promises that your customer experience (CX) doesn’t deliver? Aligning your CX, brand and marketing is an effective way to differentiate your business from the majority that send mixed messages. That dissonance confuses and frustrates customers.   Departmental silos are a major culprit, according...

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Why Quantitative Surveys Fall Short When it Comes to Crafting a Superior CX

What do your customers really want? Finding out isn’t just a matter of asking. It’s about asking the right questions – something that Forrester Research says most companies fail to do.   Take quantitative surveys, the No. 1 tool that organizations use when developing customer experience (CX)...

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