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KeyBank’s Path to Journey Orchestration – Part 2

KeyBank’s Path to Journey Orchestration – Part 2

Today’s post is the second in a two-part series by Ben Motteram, customer experience strategist and founder of consulting firm CXpert. (If you missed the first part, here’s the link.) I share this series because it covers a hot topic in customer experience...
But Journey Mapping Is A Waste Of Time, No?

But Journey Mapping Is A Waste Of Time, No?

The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. *** Several years ago, Esteban Kolsky did...