Blog & Resources

airlines

This Is What an Epic Customer Experience Fail Looks Like

Spring Break! Fun in the sun! Time away! And then that time you fly home with your family...only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We ...

Challenges of Understanding the Customer Journey End-to-End

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around ...

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