Explore our latest thinking on CX, PX, Journey Mapping, and AI-Powered Transformation.
Customer Experience - CX
Constructive feedback, or critique, attacks the idea, not the person. That is the difference between critique and criticism: criticism says ... READ MORE »
Customer Experience - CX
Customer experience workshop catering is not a detail to skip: a full-day workshop runs on brain fuel. To keep participants engaged and ... READ MORE »
Customer Experience - CX
To be a good workshop facilitator, you do not need customer-facing experience, you need curiosity, diplomacy, and the ability to listen. In ... READ MORE »
Customer Experience - CX
To avoid over-facilitating a customer workshop, imagine you have T-Rex arms: too short to grab a Sharpie or place a sticky note. The trick ... READ MORE »
Customer Experience - CX
To keep customer workshops on track, set clear expectations and give attendees a release valve for out-of-scope topics. Tell customers up ... READ MORE »
Customer Experience - CX
To handle difficult workshop participants without losing the room, use a three-step move: Acknowledge, Capture, Pivot. When a customer ... READ MORE »
Customer Experience - CX
To recruit customers for research workshops, lead with a real incentive, often a gift card of $250 to $500 for a full day, then screen by ... READ MORE »
Customer Experience - CX
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 »
Customer Experience - CX
To scale service design with technology, stop reinventing the wheel and assemble services from building blocks that already exist. Giants ... READ MORE »
Customer Experience - CX
To scale service design with coaching, experienced practitioners need to stop owning the discipline and start preparing others to practice ... READ MORE »
