The shops that win on cycle time, retention, and reputation treat every phase of a repair as part of one connected system.

Global insurer Allianz is moving beyond case-centric towards object-centric process mining to help it really understand the customer journey. Allianz is one of the world’s leading insurance companies ...

The buyer journey and customer journey might sound like the same thing, but in practice, they serve very different purposes. The buyer journey focuses on turning curiosity into commitment, guiding ...

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 ...

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 ...

Kelly Ehlers is Founder and President of The Evoke Agency, a 5x Inc 500 and 5000 firm focusing on social media, content creation and PR. The traditional customer journey has evolved to capture the ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Turning data into dashboards isn’t enough. The real ROI comes when insights drive action—changing how teams work, serve customers, and grow revenue. Every company collects customer data. Surveys, call ...

From awareness to advocacy, influencer marketing is no longer just a top-of-funnel play. We’ve all heard it before: “TikTok made me buy it.” Maybe it was a viral skincare product, a trending kitchen ...