the blog for experience innovators

Tools and templates

illustration of a a journey map with sticky notes and a pen

August 17, 2022

The Best Customer Journey Mapping Tools [Free & Paid]

Customer journey mapping tools are crucial because they enable businesses to visually depict and analyze the end-to-end experience of their customers. These tools provide a comprehensive view of customer interactions, pain points, and touchpoints across various channels, helping companies identify areas for improvement and optimization. By fostering a deep understanding of customer perspectives, journey mapping tools facilitate the creation of more tailored and seamless experiences, ultimately enhancing customer satisfaction and loyalty.

Katharina Rainer

August 1, 2022

Service design glossary

We all make assumptions, every day. One of the biggest ones we often make is that the people who are listening to us will understand the meaning of what we are saying. Sometimes this mutual clarity of understanding will be inconsequential, however, sometimes it might actually matter. So let's take a little bit of time to get on the same page, reduce some communication errors and bring some more ease into our communication. A good first step on this journey will be to clarify the language we are using, and what it means.

Cambrian Berry

February 15, 2022

Smaply's hottest features

Our journey mapping tool Smaply is based on our users' requests: what they need and what they wish for, that's what they get. And this is the result: Smaply's newest feature releases. Check out the most recent updates of the tool and learn how it can help you better manage your customer experience projects.

Klaus Schwarzenberger

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

July 30, 2020

Free toolkit: journey mapping

Dig into the methods and practice of journey mapping and improving experiences with cheat sheets, case studies and other learning resources.

Katharina Rainer

July 15, 2020

Templates for customer journey maps, personas and stakeholder maps

Journey mapping workshops often start with drawing on persona templates, customer journey map templates, and stakeholder map templates. In this article, we provide you with a few simple templates for pen-and-paper work and a short explanation of how to use them. Additionally, we present some digital templates for customer journey maps, personas and stakeholder maps.

Isabel Grillmayr

July 2, 2020

Free toolkit: experience research

Dig into the methods and practice of researching and improving experiences with cheat sheets, case studies and other learning resources.

Katharina Rainer