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When to update your customer journey maps comes down to two things: maintenance and triggers. On the maintenance side, review them roughly ... READ MORE »
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Journey management is the practice of setting strategic direction for a customer journey and working across the organization to improve it ... READ MORE »
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The journey management framework organizes customer experience work into three phases: Discover the journey, Design the journey, and ... READ MORE »
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B2B customer journey mapping follows the same process as B2C, with two key differences. First, B2B personas are defined by job function or ... READ MORE »
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Constructive feedback, or critique, attacks the idea, not the person. That is the difference between critique and criticism: criticism says ... READ MORE »
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A great SMS customer experience anticipates a specific need and lets the customer act in a couple of taps. The textbook example: landing ... READ MORE »
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To scale service design with technology, stop reinventing the wheel and assemble services from building blocks that already exist. Giants ... READ MORE »
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To scale service design with coaching, experienced practitioners need to stop owning the discipline and start preparing others to practice ... READ MORE »
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To scale service design with delivery, the discipline has to move beyond elegant designs and actually bring services to life. That means ... READ MORE »
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Qualitative customer research is how you uncover why customers think, feel, and act the way they do, the deeper truths that surveys and ... READ MORE »
