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November 1, 2020

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 […]

November 2, 2020

If You Plan on Asking an Outside Innovation Consultant for Help

November 02, 2020If You Plan on Asking an Outside Innovation Consultant for Help If someone from your company’s leadership team asks you to locate an outside […]

November 10, 2020

COVID is not killing your business. Bad Customer Experience is.

For many companies, autumn is the time to review their expenditures and make annual plans. As I am writing these words, I almost hear thousands of […]

November 19, 2020

Journey Mapping: Which Journeys Should You Start With?

The first step in my six-step journey mapping process is Plan. This step includes all the prep work to get ready for your journey mapping workshop, including: identifying the […]

November 19, 2020

Four Inputs of a Customer-Centric Culture Transformation

I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does […]

November 19, 2020

CX Journey Musings: The Employee Platinum Rule

There’s the Golden Rule: treat others the way you want to be treated. And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with […]