the blog for experience innovators

Journey Management & Operations

December 27, 2023

The Customer Journey Framework: how to create your own [plus infographic]

The customer journey represents the various experiences a customer has with a product or service, from discovery to post-purchase. Understanding and optimizing this journey is crucial for enhancing customer satisfaction and loyalty. While a journey map provides a visual representation of these touchpoints, a comprehensive journey framework is essential for effective action and improvement. This framework serves as a strategic guide, enabling businesses to analyze, adapt, and innovate across the entire customer experience, ultimately leading to more meaningful and successful interactions. In this article we present a guide on how you create a customer journey guide for your own company.

Katharina Rainer

Two women speaking with each other, smiling across the cashdesk in a salon

August 1, 2023

The basics of customer experience management: all you need to know

Customer experience management is a strategic approach that focuses on creating exceptional product/service experiences for customers. It involves understanding and meeting customer expectations, addressing their needs, and fostering long-term loyalty. By consciously managing the customer experience, organizations can build strong relationships with their customers and differentiate themselves from competitors. In this article, you learn everything about customer experience management and how to get started.

Isabel Grillmayr

a road symbolizing the way into the future

June 14, 2023

The 5 most outstanding trends in customer experience management in 2023

The pursuit of customer-centricity has led organizations to continually evolve their strategies to meet the continuously changing expectations of their customers. To succeed in this dynamic environment, businesses must stay ahead of the curve and embrace the industry’s latest customer experience trends and opportunities. In this article we delve into the exciting trends of customer experience management, exploring the emerging changes that are reshaping the way organizations engage with their audience.

Michael Steingress

Visualization of a journey map hierarchy with three zoom levels and dedicated journey map managers.

November 3, 2022

What is Customer Journey Management and how to get started?

Effective customer journey management is vital for businesses to remain competitive and relevant in today's market. It helps to optimize every step of the customer journey and thus ensuring customer satisfaction, building brand loyalty, and driving revenue growth. In this article, you learn the basics of customer journey management: What is customer journey management? Why is it so important? What are the tasks and skills of a customer journey manager? And what are essential tools for customer journey management?

Katharina Rainer

A wooden table with a keyboard, a mouse, a phone, pens and other tools to work.

May 27, 2021

16 Customer Experience Tools for mapping, management, and researching CX

The number of customer experience tools out there is overwhelming. For people who are new to the field can be hard to gain an overview of which of them are useful for their work. In this article we will explore the potential of tools in the context of CX, what are some of the benefits of using digital tools, and finally we will conclude by taking a look at some specific tools from all phases, from research to customer experience management tools.

Cambrian Berry