Tag: Customer Journey

The customer journey is a fickle and flexible thing. It can change at any moment, and the changes can range ...

According to a new report by Accenture, automakers will need to strengthen their relationships with their dealers if they wish ...

Developing a customer-first culture can be the difference between a highly successful customer experience initiative, or one that falls flat. ...

With a new year comes new aspirations and goals. Unfortunately, planning new goals may be rather difficult for some businesses ...

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience ...

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the ...

The term "governance" might feel out of place in the context of customer experience innovation. In fact, to some, creating ...

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with ...

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on ...

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. ...