Journey Ops: Framework + How It Enhances Customer Experience
Ever wonder what distinguishes the brands you love from the ones you leave behind? It is the journey, not the […]
CX
Tuning In: Finding Harmony Between Music and Customer Experience – Tuesday CX Thoughts
For most of my life, I worked as a freelance audio engineer – shaping sound, layering emotion, and creating moments […]
Memory Maps: How to Create One to Improve Customer Experience
You probably won’t remember every question in a survey, but you will remember how it made you feel. Did you […]
The $6.75 Billion Question: Who Really Owns Experience Data Now? – Tuesday CX Thoughts
The Headlines Sound Inspiring When Qualtrics announced its $6.75 billion acquisition of Press Ganey Forsta, headlines painted it as a […]
Why Your Journey Map Isn’t Working – Tuesday CX Thoughts
A beautiful journey map without action is just decoration. Management (not mapping) is what drives change. Sean Albertson Inaction Is […]
