As a new year rolls around, many brands have been busy – for a while now – thinking about their 2018 goals and strategies. Sure enough, they completed these same processes and planning around the same time last year…and yet, in their latest CX results Forrester “revealed a CX leadership gap”.
We remembered writing about this problem towards the end of 2016, where ...
Read MoreWith 2016 dubbed the year of the Customer by many, companies are fighting to make sure that they do all they can to become customer focused; even obsessed. They have hired for various roles, ranging from Customer Success to Chief Happiness and more, they conduct journey mappings, create amazing designs…but the truth is, whether they know it or not, all of these are steps on a much larger, highly impactful journey.
Read MoreCustomer Journey Mapping, while having been around for quite some time, has certainly seen an increase in interest in the past few years. There are many great articles and content on what they are and how to do them...
Read MoreThere is so much hype around Experience and Engagement today – Customer Experience, User Experience, Employee Experience, Customer Engagement…the list goes on. While seeing the focus on this is absolutely wonderful...
Read MoreI am guilty as charged. I have added content and posts all about how the changes in the world have transformed our lives and the ways in which we operate, albeit with the noble intent of bringing UX Thinking...
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