An experience map is a representation of your customers' experience in their different interactions with your company. The representation can take the form of a series of sticky notes, a flow diagram, ...

Some companies invest a lot of time and money creating immersive, life-size dioramas depicting their customer’s experience with touchpoints in all forms. Some take a simpler, chart-like approach to ...

In a recent SuperOffice study of nearly 2,000 business professionals, 49.5% indicated that their number one priority over the next five years is improving customer experience (CX). Another study ...

In Vermont, where I live, it’s fun and eye-opening to go for a walk or a drive without a destination in mind for the sheer joy of discovering where a road goes. But that’s not a productive approach to ...

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

Companies are so used to thinking about the customer experience as a journey that they miss the greatest opportunity to personalize CX. What the customer is doing right now is the most important ...