In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

AI enhances mapping. AI transforms traditional customer experience journey mapping by enabling dynamic personalization, predictive insights and real-time automation. Automation speeds journeys.

The quick-service restaurant industry is at a critical inflection point and is undergoing a significant transformation. As ...

In this digital world, where new advancements constantly unfold, we find ourselves more interconnected than ever. Technology has not only connected us but also empowered us to access information and ...

NEEDHAM, Mass.--(BUSINESS WIRE)--As we move beyond COVID-driven restrictions, IDC's Future of Customer Experience predictions for 2023 reflect how B2B and B2C businesses must confront a new set of ...

For years, if you polled financial service executives on their top priorities for the next year, "digital transformation" would likely have been in the top five—and it still seems to be. According to ...

All-around online services and the variety of new digital means require service providers to rethink their technology landscape. Insurance providers experience this need more vividly than others.