Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
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
Embracing Change: The Service Design Global Conference Goes Virtual
It’s the time for service designers from around the world to connect. Now more than ever, we need to lean on one another to navigate
Two More Opportunities to Journey Map In Your Pajamas!
In-person training won’t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. To
Q&A From My CXPA Webinar: From Journey Mapping To Journey Management
On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented.
Webinar: From Journey Mapping To Journey Management
Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and
The Definitive Guide to ONLINE Customer Experience Events
While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s
