Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. When it comes to customer experience (CX), a term you often hear ...

Today, the first impression happens on a phone, or online. The stay begins before arrival. And every service moment, from ...

As consumer behaviors shift and digital touchpoints multiply, the once-reliable linear marketing funnel is giving way to a far more dynamic customer journey. Audiences now move fluidly between ...

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...