Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
How To Help During The Pandemic: Figure Out Your Zone of Genius
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by
Virtual Journey Mapping Bootcamp: May 20 & 21
We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. Even as countries around
Your One-Stop Guide To Customers’ Behavior During The Coronavirus Pandemic
No big shocker here: We’re all buying more groceries and toilet paper, shifting more purchases from in-store to online, and binge watching Tiger King. But
4 Lessons From Amazon’s Bungled TV + Shopping Integration
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut, which premiered on March 27,
5 Ways To Rethink Customer Experience In The Face Of The Coronavirus
Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization
Just Say No To Silver Platters — And Yes To Co-Creation
I worked at an advertising agency for just over a year. (A year and a day to be exact.) Here’s how our typically engagement worked:
Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with
Webinar: 3 Proven Ways To Master The Customer Journey
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your
Join Me At The 17th International Retail Congress in Peru
This event has been rescheduled for September 17 & 18. Hope to see you there! *** What are you doing on March 17 & 18?
Introducing The Journey Mapping Master Toolkit
I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to
