Customer Journey

Service Blueprint vs Customer Journey Map: What’s the Difference?

This post explores customer journey maps vs service blueprints. What is a service blueprint? What is a journey map? When to use each? We’ll explain it all in a UX, CX and service design and guide you toward the best tool for your organization’s goals!

Convincing Executives of the Value of Customer Journey Mapping

Customer journey maps are a highly valuable design tool, but convincing executives to invest in the research required to create them can be challenging. This blog post will teach you how to sell the value of journey mapping to stakeholders so you can transform your organization.

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An image of a woman with a headset smiling and writing down notes as she talks to a customer in a call centre.

October 12, 2023

Managing Expectations: The Key to Great Customer Experience

Great customer experience (CX) is only possible when a customer’s expectations are met or exceeded. In a world of rapidly advancing technology, those expectations can be high, and products and services can easily fall short. Thankfully, there are ways to bridge this gap. Read on to learn more about expectation gaps and get how-to steps for improving your CX through expectation management.

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A member of a customer support team works to improve their organization's CX (customer experience.) This photo shows a woman in an orange shirt on the phone, answering a customer support call.

June 23, 2023

7 Steps to Better Customer Experience (CX)

This post details how you can improve your customer experience (CX) in 7 easy-to-follow steps.

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January 08, 2021

Customer Journey Mapping: How to Convert More SaaS Customers From Your Free Trial

How can SaaS companies improve their free trial experience and convert customers? We explore how customer journey mapping and UX research can help SaaS leaders to optimize their free trial periods and boost conversion rates in a competitive digital marketplace.

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September 21, 2020

Making your Journey Map Actionable and Creating Change: 301

We explore design-thinking and human-centered tools and techniques to ensure that your carefully researched customer journey maps are highly actionable, and that they are communicated across your organization to affect change.

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September 04, 2020

How to Research and Build a Customer Journey Map: 201

Building a customer journey map will enable your company to better understand how customers use your products or services. We outline how to collect research insights and build an effective and highly useful journey map for your organization.

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February 28, 2020

The Power of Customer Journey Mapping: 101

Customer journey mapping is a powerful design tool that will give you an end-to-end visual picture of your customer experience and the ability to tackle pain points, explore new product or service opportunities, and much more.

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Interested in implementing any of the ideas in the blog posts in your business or team? Book a discovery call today.

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