When crafting corporate strategy, make sure to account for shifting customer [business] journeys.
The way one analyzes a customer journey impacts customer experience delivery. Your point of view (POV) profoundly changes how you deliver a customer experience. Let’s look at an example. Read this quotation about marketing to Generation Z. Marketers are trying
In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the
Most customer experience professionals would rather invest time in creating an amazing experience, than spend time recovering from ill-designed or poorly executed customer journeys. All the good intentions in the world yield very little if the journey leads to the