by Annette Franz | Aug 14, 2019 | customer experience, customer experience design, customer experience journey, customer journey, CX vision, cxjourney, journey map, journey mapping, service blueprint, Uncategorized
Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t...
by Annette Franz | Nov 28, 2018 | customer experience, customer journey, cxjourney, design thinking, employee experience, journey map, journey mapping
Image courtesy of PixabayAre you adding data to your journey maps?Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that… …mapping tools had to evolve...
by Annette Franz | Oct 30, 2018 | culture, customer experience, customer journey, customer service, customer-centric culture, transformation, voice of customer
Image courtesy of CMPThe customer experience profession has a lot of buzzwords. Or does it?I was recently given access to a report by the team at Customer Management Practice, organizers of the popular CCW (Customer Contact Week) events. The report is titled...
