The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

Keeping up with the modern consumer’s changing tastes can be a challenge, but business depends on it. Customers are interacting constantly with brands across multiple channels and platforms, with many ...

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 ...

IN the field of design, which is continually evolving, understanding and fulfilling customer requirements is essential. As a strategic technique, consumer journey mapping is employed by designers to ...

Every business’s bread and butter is its customers. Yet, not all businesses appreciate that the best product or service in the world does not guarantee a sale or customer retention. One of the most ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...