Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

Customer journey optimization helps you understand, refine, and improve every interaction a customer has with your brand. It ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer journey mapping (CMJ) is an approach that allows you to identify and display ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

Classifying queries based on the classic search intents is no longer as effective as it used to be. Today, SEOs who want to understand search intent should be closely analyzing micro intents. This ...

Discover the stages of the buyer's journey and how they influence purchasing decisions. Learn how to incorporate the buyer’s journey into your sales process. A buyer journey is a sales process from ...