Is customer experience a measured focus of our business? Assuming the answer is yes to those questions, the next step is to build out journey maps using the following general framework. The persona is ...

Customer journey maps can’t fix all of these problems, but they do give businesses the opportunity to visualize the various touchpoints and experiences our customers pass through as they move ...

Executive SummaryThe automotive industry is at a pivotal crossroads where traditional business models are being reimagined ...