News

What is a customer journey map?

What is a customer journey map?

The customer journey map (CJM) is a design thinking tool, a method to develop innovation that focuses on people in order to overcome challenges and meet needs. It allows you to visualize each of the stages of the customer journey on a map; from when a person discovers...
What is the customer journey?

What is the customer journey?

The customer journey is the path that a customer walks, between the different touchpoints and interactions with an organization. When we talk about the customer journey the central focus is on the customer. Do we know who they are? How they behave? What are their...
Patient journey mapping: What you need to know

Patient journey mapping: What you need to know

Many healthcare providers face the challenge of budget constraints, limited resources, and having a lot of priorities. With this combination of pressures, streamlining workflows and increasing efficiencies, while also enhancing the quality of care become extremely...
Customer experience trends in retail banking

Customer experience trends in retail banking

I talk to clients in the banking sector on a daily basis, and I am often asked to share observations to trends within customer experience. We operate in 120 countries and things may be different in different parts of the world but many things are the same. Therefore I...