Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
10 Benefits Of Choosing “Customer-Powered Profits”
Here are 10 benefits of choosing Customer-Powered Profits as the customer experience training program for your function, business unit, and broader organization: Complete a real
Join me at Medallia’s Experience 21 Event
On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging
Alida Activate Spring Masterclass
What do pirates, waffles, and discos have to do with customer experience? Find out by watching the replay of my keynote! *** I’m super excited
Virtual Journey Mapping Bootcamp: May 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into
Congratulations To The 2020 Service Design Award Finalists!
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no,
Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?
I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is
One Thing All B2B Companies Can Do To Improve The Customer Experience
This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account.
FREE eBook: The 2021 CX Outlook
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020
Top 10 Customer Experience Posts of 2020
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine
Cyber Monday Sale: 4 Offers To Make The Most Of 2021
2020 has been a year… And we’re crossing every finger that 2021 is going to be brighter and better. We want to help you make
