Customer Experience - CX
The core elements of a customer journey map are consistent, even though no two maps look alike: who the journey is for, the customer's task ... READ MORE »
Customer Experience - CX
To map long customer journeys that unfold over years, like saving for retirement, don't try to capture every moment from one person. ... READ MORE »
Customer Experience - CX
Getting started with journey mapping can feel overwhelming, and that's completely normal. The fastest way past it is to learn by doing: ... READ MORE »
Customer Experience - CX
The contact center customer journey is often the only point where a customer interacts directly with your business, which makes it critical ... READ MORE »
Customer Experience - CX
Involving your team in journey mapping is what turns a map into something people actually use. Maps get forgotten in a drawer when the ... READ MORE »
Customer Experience - CX
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 »
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 »
