Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
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
Changing Passwords Sucks! 5 Tips To Make It Better
This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.)
Virtual Journey Mapping Bootcamp: August 4 & 5
In-person training won’t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical
How Can You Make The World A Little More Beautiful?
This post is in honor of Service Design Day — and everyone who’s sick, grieving, or just struggling to make sense of the world right
The Pandemic Trigger: It’s Time To Update Your Journey Maps
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers
3 Questions To Guide Your “New Normal” Customer Experience Strategy
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and
