Guy Nirpaz is founder of leading customer success platform, Totango. He authored Farm Don't Hunt—The definitive guide to customer success. In today’s cloud-centric, subscription-based economy, ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...

With customers’ needs changing, so does their relationship with brands and the customer journey. Here’s how organizations can keep people loyal. The customer journey doesn’t end once a brand has ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

How does Disney achieve a 70% return rate? What did Apple and Tesla learn from George Blankenship, an expert in creating arguably the best retail customer experiences? Creating a customer journey like ...

Remember the early days of getting directions online? You'd go to a site like MapQuest, put in your start and end points, and print out 10 pages of turn-by-turn directions. It worked great... until ...