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 ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Journey maps aren’t the goal. They’re tools for sense-making, alignment and action—not polished deliverables meant to impress stakeholders. Real impact comes from operational alignment. Journey work ...

Phil is a serial entrepreneur and the Founder & CEO of Textdrip — a small business SMS marketing tool to automate SMS campaigns. Marketing is increasingly becoming more precise and analytical for ...

For years, customer experience teams have invested countless hours creating journey maps—those colorful wall charts dotted with personas, touchpoints and emotion curves. These artifacts have become ...