Tag: Customer Experience Innovation

03/11/2014

Secrets for Getting the Most Out of Personas and Journey Maps

Savvy businesses know that personas and journey maps are highly effective tools to understand their customers’ unique needs and …

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02/28/2014

Lead or Follow? How a Future-State-First Strategy Enables Customer Experience Innovation

Are you giving your customers what they want? What if they don’t know what they want? That’s not a …

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09/12/2013

Use Empathy to Improve Your Customer Experience Strategy

While reality in the realm of customer experience professionals might not be quite that stark, there’s plenty of hubbub …

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