Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
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
Q&A From My Webinar: The Path To Journey Management
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight, a CX management solutions provider. (You can
NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program
If you read my last post, you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved
3 Events Paved The Path For The Customer Experience Discipline
I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the
Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who
Journey Mapping & Facilitation Bootcamp: May 8-9 in Chicago
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for
Who’s Hiring Journey Managers?
The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in
2 Key Differences in B2B Journey Maps
In our journey mapping bootcamps, we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey
Our Top 10 Customer Experience Posts of 2018
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future.
