A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Are you getting the most out of your journey maps? With this 11-step process, you can ensure your efforts don’t go to waste. Journey mapping is one of the most powerful tools to help you understand ...

Process discovery is the process of identifying, documenting and analyzing the different processes that take place within an organization. It is an important step in creating a process catalog, which ...

Rohan Joshi is the CEO and co-founder of Wolken Software, a leading IT service management and customer service desk software provider. While much of the focus for leveraging AI-based technologies to ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

At Celosphere 2025 in Munich, the German telco demonstrated how combining process mining with predictive AI enabled proactive customer interventions - offering a practical blueprint for ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Opinions expressed by Entrepreneur contributors are their own. Are you gearing up to launch an internal customer service initiative? Well, you’ve come to the right place. I’m happy to equip you with ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...