Perspectives
What's the Big Deal about Journey Mapping
05 January 2015
Journey maps allow you to specify the possible peaks and troughs in the experience you are providing your customers. We also call these peaks the ‘Moments-of-Truth’ (MOTs).
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A Short History of Customer Experience (CX)
06 October 2014
Delivering a consistently good customer experience requires the execution of a hierarchy of sequenced requirements, analogous to Maslow's hierarchy of needs in that each level must be satisfied.
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