Explore our latest thinking on CX, PX, Journey Mapping, and AI-Powered Transformation.
News
Broken brand promises do more damage than the fees that break them. When JetBlue added baggage charges and trimmed legroom, the real cost ... READ MORE »
News
Overcoming fear of design starts with recognizing that fear, not a lack of ideas, is what holds organizations back. Just as fear once froze ... READ MORE »
Customer Experience - CX
The evolution of customer experience into a real business discipline traces back to three events clustered around 2006 and 2007: the launch ... READ MORE »
Customer Experience - CX
Design Thinking vs Design Doing is a familiar split, but there is a third space in between. Design Thinking is the strategy and framing; ... READ MORE »
News
The role of customer support in customer experience has grown well beyond fixing problems. Customer support is no longer just a safety net ... READ MORE »
Customer Experience - CX
Customer experience vs customer service comes down to where you invest. New survey data shows people dread customer service so much that ... READ MORE »
News
I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose ... READ MORE »
Customer Experience - CX
A customer experience map, also called a customer journey map, documents what your customers actually go through as they interact with your ... READ MORE »
Customer Experience - CX
Good conference nametag design comes down to legibility and hierarchy, yet most badges get it wrong. The fixes are simple: make the first ... READ MORE »
Customer Experience - CX
User agreement UX is the unglamorous side of customer experience, but it matters: the terms people must accept are often unreadable. ... READ MORE »
