Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Relationships are the cornerstone of any successful business, underpinning everything from consumer loyalty to strategic partnerships. With the rapid advancement in technology, companies now have ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...