Category: Journey Mapping
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The Metaverse is dead. Long live the Omniverse.
The metaverse is a meaningful space that will be more familiar to each of us in the coming years. What all of the media is forgetting though, and perhaps the players and brands getting into this space, is that the metaverse is just another avenue we, as customers, will jump in and out of when… Read more
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Peak End Rule & Employee Experience
The Peak-End Rule can be a very powerful tool. I would encourage everyone to think about it in the context of the employee experience, not just the customer experience. There is so much companies can do to ensure employees are as connected during their tenure with the company as they are after they leave. I… Read more
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Do You Have A CX Strategy?
Do you have a CX Strategy for your team? A few months back I published the 6 Elements of Customer Experience Strategy, with some guidance on what is included in each. While folks found that valuable, I did receive a lot of questions around how to pull it all together into an actual strategy. Given… Read more
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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. Read more
