The Top 10 Reasons Customer Journey Mapping Fails

While the journey mapping practice is maturing, there’s still a lot of room for improvement. Here at Heart of the Customer, we have spent our careers researching, learning, and applying the best practices for customer journey mapping. So much so, we wrote the book on journey mapping! Based on our 2016 study of customer experience professionals, … Continue reading The Top 10 Reasons Customer Journey Mapping Fails