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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.

Banking experience: from complaints to praises

Wanna discover the renowned bank’s remarkable turnaround regarding their banking experience? Chantel Botha from BrandLove shared the three magical steps that restored its glory (backed up with the results). We tuned those into this article. Enjoy!

Katerina Kondrenko

July 27, 2023May 29, 2026

How to define customer journey map stages

It may not always be obvious how to divide your customer journey into stages. Let’s take a look at how you can identify journey map stages and map them out.

Katerina Kondrenko

July 11, 2023November 13, 2023

New event: Measuring journey mapping impact | Panel discussion on July 11

Delve into the minds of customer experience experts as they share their insightful approaches to measuring the outcomes of journey mapping.

Katerina Kondrenko

June 29, 2023February 27, 2025

Embracing journey centricity: reflections on Kindred’s transformation

Learn how Kindred switched to journey centricity and won their customers’ hearts. Christophe Dhaisne, the former Head of Customer Experience at Kindred, sahres their framework and secrets behind true customer obsession.

Katerina Kondrenko

June 27, 2023June 27, 2023

🚀📈 Elevating funnel insights: Google Analytics 4 steps up the game

Gogle Analytics 4 is coming. Don’t forget to switch to this new version in the UXPressia’s Funnel section to benefit from the update. Learn more inside…

Katerina Kondrenko

June 22, 2023June 22, 2023

New event: Journey Mapping in Banking with BrandLove | June 21

Wanna learn how a Brand unleashed an army of Brand Warriors™ and turned complaints into compliments? Join our event with Chantel Botha.

Katerina Kondrenko

June 8, 2023March 5, 2025

Integrate Azure DevOps work items into your map

Upgrade your journey management capabilities and enhance the appearance of your service blueprint with our new features.

Katerina Kondrenko

May 30, 2023June 6, 2023

Measuring your customer journey performance: best practices and the example

Knowing where to focus your efforts is crucial when it comes to improving the customer experience. By measuring your customer journey performance, you can identify areas that require attention and ensure that your resources are allocated effectively. Not sure what metrics to choose? Read the article.

Tanya Levdikova

May 18, 2023May 28, 2026

Forrester’s recognized leader in journey-centricity shares their insights

Wanna transform your company’s approach to customer experience? Become journey-centric with insights from Kindred’s former Head of CX…

Katerina Kondrenko

May 2, 2023March 5, 2025

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