Sales reps waste hours each week plotting customer visits by hand. Logistics managers stare at spreadsheets trying to figure out which delivery routes make sense. Operations teams argue over territory ...

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 ...

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 ...