Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
Customer Engagement: From Core Competencies To Business Outcomes
Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone. In a
Virtual Journey Mapping Bootcamp: May 2022
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 action for
Catch Up On Our Most-Read (And Must-Read!) Posts From The Past Year
Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to
Reimagining CX To Drive Real Human Connection
Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please
Customer Experience: How To Get On The Superhighway To Business Success
Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions —
The Happiest Employees of 2021 — And Their Connections to Customers
As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another,
A CX Day Offer To Boost Your Journey Mapping Outcomes
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all
New Study Shows Major Disconnect Between Companies And Customers
Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would
Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service
I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM
Virtual Journey Mapping Bootcamp: October / November 2021
Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part
