Tag: Journey Mapping

User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a ...

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, ...

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 ...

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

By Peter Eckert Peter Eckert, Co-Founder and Chief Experience Officer of projekt202 Today, more organisations are recognising experience design as ...

It feels like there have been a lot of plans made…only to be disrupted. There was a brief moment in ...

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your ...

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders ...

There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a ...