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Is It Time to Audit Your Customer Experience Transformation?

Is It Time to Audit Your Customer Experience Transformation?

I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
Deliver New Value to Your Customers with Future-State Journey Mapping

Deliver New Value to Your Customers with Future-State Journey Mapping

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...