Create a compelling customer journey map with the DARMA™ method. Discover deep customer insights, prime your company for change, and generate positive ROI.
Create a Customer Journey Map with the DARMA™ Method Read More »
While each customer journey map is different, these 5 elements must be on every map.
5 Must-Have Elements for Customer Journey Maps Read More »
Understand the difference between a customer journey map and a process map, and key elements of each.
Journey Map or Process Map? What’s the Difference? Read More »
Before you invest in creating a customer journey map, there are a few questions you should ask yourself.
Should Contact Center Leaders Create a Customer Journey Map? Read More »
When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue.
Customer Support is an Investment, Not an Expense Read More »
Only 29% of customer journey maps are successful. Here’s how to ensure your customer journey mapping project delivers business value.
3 Reasons Customer Journey Maps Fail Read More »
CX leaders must identify and manage 5 types of stakeholders to lead successful customer experience transformations.
5 Stakeholder Types CX Can’t Afford to Ignore Read More »
Instead of solving pain points and optimizing interactions, adopt a customer journey perspective to create the biggest business impact.
Stop Playing Whac-a-Mole with CX Pain Points Read More »
With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience?
How to Measure the Customer Experience Read More »
Improve the agent experience using generative AI for the mundane, so humans can focus on what they’re best at—empathy and problem solving.
Improving the Agent Experience with Generative AI Read More »
