For many years, organizations have relied on a familiar view of the customer journey. The idea that a user moves from awareness to consideration to decision in a neat and predictable line has shaped ...

Customer journey mapping has been a hot topic for some time. Trying to understand how the customer interacts with the brand or company—the touchpoints—can ideally help marketers better understand ...

In the not-so-distant past, customer experience (CX) was a straight line — a predictable journey from point A (the customer’s question) to point B (the company’s answer). However, as retail landscapes ...