From Journey Mapping to Journey Management: A Practical Roadmap
For years, customer journey mapping has been the starting point for many CX programs. Teams invest...
JourneyTrack CX Blog: Customer Journey Mapping
Future-Proofing Your Journey Maps and Your CX Strategy
Journey maps don’t fail because teams stop caring. They fail because the organization keeps...
From Mapping to Managing: How Insurance CX Leaders Unlock Value
In the insurance sector, customer interactions are often infrequent, high-stress, and highly...
Cross-Functional Collaboration in CX: Turning “Many Truths” Into One Customer Reality
If you’ve ever compared a product team’s journey map to the one marketing uses (and then to the one...
Journeys That Matter in Financial Services: Do’s, Don’ts, and Real-World Lessons
Customer experience in financial services is undergoing a profound shift. The rise of digital...
Journey Gap Audits: Finding the Hidden Drop-offs in CX
Most organizations have a handle on the loud failures in their journeys—the error pages, the angry...
Designing Patient-Centric Experiences in Life Sciences
Customer experience has become a defining priority across industries, but in life sciences, the...
Personas: The Missing Link Between Journey Maps and Business Impact
If your journey maps aren’t moving the needle, the problem may not be the map—it may be the persona...
How Behavioral Journey Mapping Drives CX Transformation
In the evolving landscape of customer experience, traditional journey maps—anchored in demographics...