Key Points A customer journey map is a visualization tool showing how someone engages with your product. A process ...

Explore how IBS Software's iRetail Experience helps airlines overcome digital transformation hurdles and modernize retail ...

A stunning 83% of customer experience professionals report disappointing results from their firms' customer journey mapping efforts. Here’s how to avoid a similar fate.

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do?

A customer journey map is an opportunity for your company to differentiate itself—to craft a brand and product that responds to what the public really wants.

Instagram is an important tool for airlines and travelers these days. Flyers looking for customer service help on social media are more likely to be successful on Instagram. When a flight gets ...

And we have done a lot of work on the actual journey mapping. This is looking at the journey through the customer’s eyes, putting ourselves in their shoes, looking at it through their lens. Different ...

Infiniti Research has announced the completion of their latest article on how to map customers’ journey.

Customer satisfaction with US airlines dropped overall from 2024, per a ASCI travel survey. Southwest earned top honors, edging out Alaska Airlines this year.