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Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...
Marketing Teams: Here’s How To Best Use Customer Journey Maps

Marketing Teams: Here’s How To Best Use Customer Journey Maps

I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...