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journey mapping

Beware: Destructive Customer Experience Advice is Everywhere!

1 Comment / Align Organizational Vision & Goals, Build Customer Journey Maps, Take Action /

When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience” guy and dove into the many blogs, books, and podcasts about customer experience. There is just. so. much. It’s easy […]

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5 Silent Issues that Destroy Customer-Focused Innovation

6 Comments / Align Organizational Vision & Goals, Create a Customer-Centric Culture /

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. Customer experience is the most fun when we find those important a-ha moments. We all see the

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