When it comes to marketing, you’ve probably lost count of how many times you’ve heard the word “customer.” Or the word “journey.” Heck, you may have even heard the term “mapping” more than a few times ...

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In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

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 ...