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 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 ...

It's necessary to have an outside-in perspective, starting with citizens devising ways to respond to their needs and wants. Josh Plaskoff is the director of learning and experience design at HighPoint ...