Customer experience (CX) has been getting people's attention lately. "The new battlefield," declared a post on Gartner's website this past February, noting that 89 percent of the companies surveyed by ...

Creating an experience map of a problem provides a nuanced way of exploring your challenge and developing a dynamic model for addressing it. In Vermont, where I live, it’s fun and eye-opening to go ...

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, ...

Have you ever filled out a questionnaire too quickly? Perhaps it was a situation where you knew the correct answers by rote and started writing—only later to realize that the questions were nuanced in ...

CX has become a top priority, as companies work to meet shifting customer needs and customer journey maps are a critical part of delivering on those demands. In the current climate CX has become a top ...

A growing number of B2B businesses are claiming to be customer-centric – but before you add, “we put our customers at the heart of everything we do” to your core messages, is your customer experience ...