Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. But it isn’t. If we think about why we do journey mapping, one of the big...
The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could be in danger of repeating the...
Over the last 20 years, Customer Experience has been a concept embraced by businesses. However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID....
By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). This metaverse concept is poised to change everything, from how we interact online to how...
Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a...
