Blog & Resources

customer touchpoint

You Need to Know the TRUTH About Customer Empathy!

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it's vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand ...
customer empathy

Document THIS! Betrayed by Customer Experience Documentation

There's a funny thing about customer experience documentation. (Or any kind of documentation, for that matter.) It only works if you look at it. And update it. Then revise it based on reality. And let's face it, that rarely happens. ...

Digital Moments of Truth: Are You Mapping the Micro?

How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the numbers tell you ...

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