Customer Journey

Customer journey mapping turns scattered touchpoints into a clear picture of how people experience your product or service. These articles cover the full lifecycle, from running research workshops and scoping the map to acting on findings, measuring impact, and keeping the map updated over time.

How to create a buyer persona: the ultimate guide

Learn how to create a buyer persona that drives real results. This ultimate guide covers everything from understanding different persona types to step-by-step instructions for building effective B2B and B2C personas, complete with real-world examples.

Katerina Kondrenko

August 28, 2024September 4, 2024

Case study: Driving profit in the educational business by focusing on interactions

Learn how Daniel Ramos improved family interactions at Colégio Arvense through customer journey mapping, leading to a 33% increase in student acquisition and higher satisfaction rates. Discover the strategies that are inspiring other schools to follow suit.

Katerina Kondrenko

August 13, 2024August 13, 2024

Mastering process excellence through customer journeys: Telehealth example

Explore how aligning customer journey mapping with process excellence can transform telehealth experiences. Learn strategies to optimize operations, enhance customer satisfaction, and ensure sustainable improvements.

Katerina Kondrenko

August 6, 2024August 6, 2024

Empowering teams with a customer journey mindset

Marie Kolie from Taikonauten explains the importance of engaging teams in customer journey mapping. Learn how to enhance customer experience and boost team efficiency.

Katerina Kondrenko

July 30, 2024May 21, 2026

New event: Integrate data into your journey maps | Aug 6

Want to learn how to keep your customer journey maps dynamic and enriched with data? Join our online event on August to see how you can transform your journey maps into living, breathing documents.

Katerina Kondrenko

July 25, 2024February 27, 2025

Unlock your VoC program’s potential with journey mapping

Discover how journey mapping can improve your Voice of Customer (VoC) program. Gain insights from expert Caterina Mishina on utilizing metrics like NPS, retention rate, churn rate, and customer feedback analysis to boost customer satisfaction and drive business growth.

Katerina Kondrenko

July 16, 2024July 16, 2024

Free masterclass: From team engagement to superior CX | July 24

Are you finding it challenging to convince leadership of an initiative’s value, unite team members with differing views, or drive lasting changes within your journey mapping projects? Then join our free online workshop.

Katerina Kondrenko

July 9, 2024February 27, 2025