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Why Journey Maps Love Data
If you’re not applying data to your customer journey map, you’re limiting its effectiveness; you’re also limiting your team’s success.
4 min read
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Ten Steps to Service Recovery
Let’s face it, sooner or later your company will deliver a poor customer experience. It’s okay. It really is. Well, as long as it’s not the norm, right?…
4 min read
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First Principles Thinking in CX & EX
Many of you may be aware of ‘First Principles’ thinking, or “reasoning from first principles.” Elon Musk, Steve Jobs, and other innovators of our time, even dating back…
4 min read
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We Have a Long Way to Go
We have a long way to go on experience management platforms. I am starting to see so many platforms touting themselves as both employee and customer experience solutions…
4 min read
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Identify with the ‘Person’ in Persona
I wanted to focus on Personas as more CX practitioners need to be engaging Product Owners as part of an Agile process. If you’re just starting out in…
4 min read
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Top 10 Ways to Work Smarter, And Faster
Do you know what the The Red Queen Effect is and its impact on how we work in the most optimal way? I was reading ‘Through the Looking…
4 min read
