When crafting corporate strategy, make sure to account for shifting customer [business] journeys.
Your Strategy and a Customer’s [Business] Journey
![Your Strategy and a Customer’s [Business] Journey](https://i1.wp.com/pivotpointsolutions.net/wp-content/uploads/2020/08/sweetspot.png?resize=594%2C350&ssl=1 "Your Strategy and a Customer’s [Business] Journey")
Customer Journey Mapping – Walking in the Customer’s Shoes
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
Back to School: Customer Experience 101
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
Bridging the Gap between Terrible and Excellent Customer Experiences
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