Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
How “T-Rex Arms” Help Uncover Rich Customer Insights
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. The five customers in
Feeling Overwhelmed By Journey Mapping? You’re Not Alone
Whenever we conduct one of our open enrollment journey mapping workshops, we start by asking attendees to list three words that describe their current feelings
What Does It Take To Be A Good Workshop Facilitator?
If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great
Join Our Upcoming Workshops in San Francisco!
We’ve got a great lineup of workshops in San Francisco this coming August. And you’ve got a great reason to register this week: early bird
In Between Design Thinking And Design Doing
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I
Asking Customers For Their Ideas? Share What You’ll Do Next
Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and
Hypothesis Journey Maps: Necessary AND Dangerous
I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating
The Way To Customers’ Hearts (And Insights) Is Through Their Stomachs
Workshopping is hungry work. Our workshop participants are often on their feet, illustrating the details of a recent experience or prototyping an ideal customer journey.
How To Choose A Persona For Your Journey Map
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona
Customer Experience & Service Design: Let’s Be BFFs
For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my
