Collaboration: The Currency of Business, CIO Review Magazine

The rational for running a successful business today includes knowing how to run customer-led personalized engagement in today’s connected digital environment. For me, success in technology business and product marketing is building bridges across various (sometimes warring) constituents and an ever evolving need to become …

Forrester: Mapping the Customer Journey

Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey mapping — a methodology to deepen customer understanding, break down siloed behaviors, and …

Sirius Decisions: Customer Journey Mapping Field Guide, 2015

Understanding and improving customer experience is becoming increasingly popular as a means of competitive differentiation. Customer journey mapping technology is an emerging software category that helps organizations visualize and design the customer experience. This Field Guide summarizes the capabilities and benefits of customer journey mapping …

Customer Experience Matrix Blog by David Raab

Customer journey mapping is now the buzziest of buzz words. Every self-respecting marketing automation system offers something called a “customer journey map,” even if it’s exactly the same as last year’s campaign designer or does nothing more than connect functionless icons on a virtual whiteboard. …

Forrester: Adopt the Right Governance Model for your Journey Mapping Efforts

Master the art of journey mapping and you have a powerful customer experience (CX) change management tool. Part of the art is following a well-defined journey mapping process, and part is adopting the right governance model. The right governance model, applied alongside the right journey …

Forrester: Getting Help with Customer Journey Maps

Companies use journey maps for both tactical and strategic purposes. But they struggle to get the best results when they don’t have the right insights, skills, and tools. Consultancies, agencies, user experience specialists, and software providers rush onto the scene with services and tools that …

Forrester: The Seven Steps of Highly Effective Journey Mapping

Journey maps are wildly popular. But the production of a map won’t change anything unless it is part of a well-defined process that takes into consideration a purpose, goals, and customer experience (CX) maturity. Whether or not journey maps are being used to design customer-centric …