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10 Ways to Socialize Customer Insights
With whom and how do you socialize customer insights? You're listening to customers. You're combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You've developed customer personas to better...
Punk CX Says, "Not All Friction Is Bad"
Today I'm pleased to share a guest post by Adrian Swinscoe. I believe that the customer experience (CX) space is becoming like prog rock in the 1970s, i.e., overly technical, too elaborate and complicated, inwardly focused, a little exclusive, and in danger of...
Why Customer Experience Transformations Stall
This is the second of a two-part series about reasons customer experience transformations stall or fail. Today’s article focuses on reasons associated with employees and operations.
One More Journey Mapping Mistake
Are you making this mistake when journey mapping? We already know that people are making mistakes when they're journey mapping. I've outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One map applies to...
How CX Is Shaping the Way We All Do Business
In today’s post, guest author Lexie Lu shares seven examples of how CX is shaping the way you do business.
Agile Working in Practice: More Tips to Help Analytics Teams Transition
Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to...
Agile Working for Analytics Teams Needs a Culture Change
Today I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and...
The Secret Sauce to Achieve Outcomes with Journey Mapping
In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my...
Exposure is What You Die from in the Desert
If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper...
Has Your #CX Transformation Stalled?
I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey....