Customer journey mapping

Customer journey mapping vs. Customer lifecycle

Customer journey mapping is a tool that has taken the business world by storm—helping companies build an understanding of their customer’s experience and develop better connections between people and brands.... ...Read more

Customer journey mapping

5 Steps to improving sales and brand loyalty in an omni-channel environment Making connections with customers in this complex world is a challenge marketers face on a daily basis.... ...Read more

The Unique Challenges of B2B CX

B2B CX presents unique challenges  While Voice of the Customer, Journey Mapping and other key techniques used by Customer Experience professionals can be equally useful in both Business to... ...Read more

The Channel Conundrum in Beauty – How to Drive Omnichannel Loyalty

The prestige beauty industry in the U.S. has a conundrum on its hands. Dominated by three retail channels – department stores, “pure play” retailers (online only), and direct-to-consumer –... ...Read more

PK’s Paul Conder Speaking on Customer Experience at BCAMA’s XM2015

65 countries, 19,000 stores, 5,000,000 customers per day, and one seamless customer experience. Which company are we talking about? Starbucks, of course. Learn how Starbucks builds a better customer... ...Read more

The Customer Journey of Past and Present: A Visualization

A customer journey map is a visualization of customer experiences, aligned to a sequence or process over time. At PK, we use customer journey mapping to build an understanding... ...Read more