A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool. In this light, customer journey mapping tools include a variety of communications methods that empower the “customer experience doctor” to present the diagnosis to stakeholders in an easy-to-understand way.
History shows that the companies that last through any time of change have something in common, namely, a strong foundation of shared purpose. Yet, while…
The CEO and cofounder of Auth0 says, “established core values should be something that employees can live up to and can use as a tool…
Here’s a question for employee communicators: If companies with a laser focus on customer experience can outperform those that don’t, shouldn’t you focus your comms strictly through the experience lens of your customers — your employees?
Organisations have long relied heavily on behavioural data to segment their target markets. But audience segmentation and customer journey planning of the future will demand more from marketers. They’ll need to know who their audience is and what inspires them as individuals.