I moderated a panel discussion on how customer experience (CX) platforms improve customer engagement and interactions. To my surprise, the panelists came up with examples that added more complexity to ...

What separates martech outperformers from the rest? New research reveals how lean, focused stacks drive strategic results.

By Makafui Afi Asante AMPONSAH In today’s dynamic financial landscape, banks that succeed are those that truly understand the voice of the customer. This requires more than traditional relationship ...

With their model, each map can better represent the actual journey of each customer and proportionally show the impact each stage has on the customer. This new conceptualization fits very well ...

When I worked in banking, I used journeys a lot when we wanted to make ... And most importantly, understand that the customer Journey map is only a tool, a builder, the real experience is out there or ...

Meanwhile, in retail banking, Bank of America uses the ... CX leaders often face hurdles when implementing it in customer experience journey mapping. Here’s how to address key challenges.

To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping emerged as a way to visualize the steps customers take when interacting with the brand ...

Some specific ways in which design thinking is being used in the banking sector are: 1. Customer empathy Such design thinking methodologies as user research, journey mapping, and key personas ...

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 ...