Customer journey maps show you the road — but only optimization gets you to your destination. Learn how the two work together for CX success. Mapping vs. optimization. Customer journey mapping alone ...

A 2019 Gartner survey reported that 82% of organizations had created customer journey maps. That figure is probably higher now. Customer journey is a term tossed about as liberally as confetti at a ...

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 ...

Traditional retail metrics like customer acquisition cost (CAC) and customer lifetime value (CLV) are increasingly limited in providing a comprehensive view of customer value and marketing ROI. As ...

Your key metrics—or key performance indicators (KPIs)—are there to tell you how well you're meeting your customers' expectations and gaining conversions. One of the most important metrics to measure ...