Instead, customer journey mapping gives equal weight and importance to the entire experience, according to Robbins. “It’s the basis for delivering intentional customer experiences,” he said.

A stunning 83% of customer experience professionals report disappointing results from their firms' customer journey mapping efforts. Here’s how to avoid a similar fate.

A new, first-of-its-kind report by Drive Research, focused on the full User Experience journey of in-car payment systems, shows that these services have become an extremely desirable convenience ...