Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer journey mapping (CMJ) is an approach that allows you to identify and display ...

Knowing the customers' preferences and needs is key to successful business development. Customers having a positive experience are more likely to return, buy more, or upgrade their plan. Besides, ...

The process of journey mapping is powerful. It gives you an understanding of your customers' journey. What brought them to you. What motivates them. What scares them. And how your organization can ...

Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within ...