Add Yahoo as a preferred source to see more of our stories on Google. Customer Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they ...

Flowchart vs. process map, what do you choose to use? When it comes to mapping out a project, you’ve got several choices on how to visualize them. If you’ve had trouble deciding on a format for your ...

Value stream map vs. process map, which is better for you? As with many tools and methods in Six Sigma, there isn’t a one-size-fits-all approach to mapping things out. Both of these tools have ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

Consider the first pioneers exploring the new frontier as they made their way across the country in the 17th century. They had no maps to guide them. For the earliest ...

Have you ever filled out a questionnaire too quickly? Perhaps it was a situation where you knew the correct answers by rote and started writing—only later to realize that the questions were nuanced in ...

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 ...

Process mapping is a valuable tool for individuals and businesses aiming to enhance efficiency, streamline workflows, and maintain operational continuity. By visually representing workflows, you can ...

Six Sigma provides a framework for measuring process performance and making improvements to better meet customer needs. Although full-scale Six Sigma implementations are usually limited to large ...