Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
Journey Mapping Q&A: Customer Journey Mapping Workshops
Back in May, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download
What Does Your Brand Stand For? No, Really.
Have you seen the website Honest Slogans? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My
The 9 Stages Of The Archetypal Customer Journey
No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor
The Smartwatch Experience Falls Victim To High Expectations
If you’re in the market for computers you can strap to your body, you’ve come to the right future. You can control your PowerPoint presentations
Journey Mapping Q&A: Anatomy Of A Customer Journey Map
A few weeks ago, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can
6 Consumer Trends To Fuel Your Future Customer Experience
I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com.
Quant Data, Qual Data: Use Just One To Derail Your CX Efforts
I love a good data graphic. One of my favorites comes from the website Flowing Data (and is replicated in the image above). You can
10 Ways To Use Customer Journey Maps
Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts,
The Disconnects Among Today’s Customer-Centric Disciplines
When I learned about the field of user experience in the mid 1990s, its primary objective—making technology easy to use—was easy for me to
Design For Your Employees—Because The Employee Experience Matters
Almost 10 years ago, I visited a designer friend who worked at Google’s Mountain View headquarters. The office tour was impressive, as expected. But what’s
