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.

SEO’s part in the customer experience journey For optimal success, it’s vital to harmonize your marketing efforts with the nuanced pathways of the customer experience journey. This holistic ...

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.