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Articles - Customer Journey

Discover our range of materials on mapping and enhancing the customer journey for seamless experiences in contact centres.

Proactive customer service marks on notebook.

Get Started With Proactive Customer Service

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Helpdesk written on blocks

Helpdesk 101 – An Introduction to Helpdesk Technology

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How to Improve Your Customer Journey Mapping

Flowers coming alive with the words making customer journey mapping come alive

Video: Making Customer Journey Mapping Come Alive

Getting EPIC Customer Service Right Video Cover

Video: Getting EPIC Customer Service Right

Understand your Customer on paper

3 Steps to Better Understanding Your Customers

Video: Five Steps to Map Customer Journeys

Customer Personas written in front of lots of headshots

Video: Using Personas in Customer Journey Mapping

A picture of wooden blocks spelling out "CX"

How to Improve the Customer Experience – With a Checklist

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Five Steps to Map Emotions Onto the Customer Journey

Customer journey analysis

What Is Customer Journey Analysis?

Closeup of compass over stained yellowed paper sheet with part of hand drawn treasure map

25 Ways to Help Simplify the Customer Journey

A photo of a smiley emoji above a mobile phone

How to Create an Effective Digital Customer Service Strategy

A picture of a person thinking with a colourful brain with cogs and other diagrams above their head

What is a Customer Management Centre?

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Customer Journey Map Examples With Expert Analysis

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Why Should Your Customers Remain Customers?

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Customer Journey Mapping FAQs Answered

A picture of a journey line with coloured map pointers

8 Useful Customer Journey Mapping Tools and Techniques

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What Is Customer Journey Analytics and How Can It Benefit Your Organization?

A picture of someone pushing a fifth star into place, representing the improving CX concept

Improve Customer Experience: 5 Strategies That You NEED to Try

A picture of someone pointing to the words "proactive customer service"

What Is Proactive Customer Service? With Examples

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18 Tried and Tested Ways to Improve the Customer Experience

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20 Contact Centre Predictions for 2020