Blog & Resources


Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It's a way to understand the experience your customers are having so you can improve those ...

Stop Looking at Channels for the Best Omnichannel Experience

I hosted a webinar last week about digital experience. We've developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some ...

Customer Experience Investigation: Mapping The Touchpoints

One of my favorite things to do is gather people from all over an organization in a Customer Experience Investigation(TM) workshop to map the customer touchpoints. It's about trying to understand how different parts of the organization work together (or ...

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