It’s tough out there for a customer journey mapper, at least one who is still clinging to the old or legacy ways of ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Delivering exceptional customer experiences is no longer just a competitive advantage; it's a necessity. Enter customer journey orchestration, a strategic approach that has gained significant traction ...

The future of engagement isn’t about mapping journeys for HCPs. It’s about earning relevance inside the journeys they’re already living.

The horizontal future is about aligning every tool, every team and every decision around one North Star: the customer’s ...

It is important to distinguish between the user journey or the customer steps in a digital application, and the customer’s actions, thoughts and feelings throughout their journey, which is ...

“Organizations are hampered from delivering an even better customer journey and experience because a significant portion of employees that regularly engage with customers are not in the contact center ...

A customer can be exposed to a brand through various touchpoints and channels depending on their individual journey and the brand's marketing strategies. For example, interaction with a brand’s ...

AI is reshaping how people search, decide, and buy. Discover the key shifts defining 2026 and how to stay visible everywhere.

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. A great customer experience ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the availability of 8x8 Engage, an ...