the blog for experience innovators

How-to guides

Notebook and open book sitting on a couch with a yellow and a blue pillow, next to it a table with a cup of coffee and another book.

November 8, 2022

Customer experience online course & certificate [Free]

In this course, you get an overview of the most important methods and tools of customer experience management. It consists of 5 modules, going into the details of personas, journey mapping, and stakeholder mapping.

Isabel Grillmayr

Journey map focussed on the emotional experience of a persona

October 12, 2020

Beyond words: How to present a customer journey map that gets you buy-in

The way in which a customer journey map is presented plays an important role in engaging different stakeholders like clients or in-house teams. In this article we take a quick look at the basics of professional journey map presentations, including structure, formats and fundamental principles that help you to engage your audience.

Katharina Rainer

plotted journey map hanging on a brick wall

December 6, 2018

How to facilitate a Customer Journey Mapping Workshop

In the competitive landscape of modern business, understanding your customers' experiences is paramount. One powerful tool that can help you achieve this understanding is a Customer Journey Mapping Workshop. This dynamic process has emerged as a game-changer, enabling businesses to gain invaluable insights into their customers' interactions, pain points, and preferences. In this article, we delve into the benefits of a Customer Journey Mapping Workshop and see how a facilitator can help make workshops more efficient and enjoyable.

Marc Stickdorn

9 icons of participants with 3 in a red circle

June 1, 2018

9 tips how to invite your customers to participate in a CX research study

Participants are the most essential factor of your experience research study. Here come 9 tips on participant recruitment and data quality in mobile ethnography projects.

Birgit Bosio

yellow background with writing: how to evaluate a journey map? ...6 aspects to consider

March 8, 2017

How to evaluate a customer journey map?

How worthy is a customer journey map? What aspects you should consider when analyzing a customer journey map that someone else made? In this article you learn about the six most relevant aspects to consider when evaluating a the usefulness of a customer journey map.

Katharina Rainer