Or, better yet, to integrate the customer in the design of an optimal customer journey. It's a methodology called co-design. Once you realize that you've been designing your customer experience all ...

Your customer journey map should aim to tell a story ... the more likely it is to be adopted in your department (and throughout the organization). Keep the design simple and clean. For example, this ...

For most consumers, banking is about trust, simplicity, and confidence. They want fast answers, frictionless support, and ...

Why B2B marketers need to prioritize customer loyalty and retention alongside new business to sustain revenue growth in a ...

Ensuring a smooth customer journey across various touchpoints is one of the biggest hurdles, Go told the summit, adding that security and privacy are the top priorities. Good customer service is ...