Remote Journey Mapping: A Coffee Journey
We believe that looking at the customer experience through the lens of a customer journey map allows companies to narrow in on opportunities for redesigning the experience – opportunities to …
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Employee Experience — Mapping the Journey is More Important than Ever
Over the years we have partnered with many companies on employee experience projects — helping them map the employee journey, identifying areas of opportunity, collaborating with employees on designing new …
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Mapping the Employee Journey
This is a follow on to my employee experience blog post where I shared how we approach employee experience. We also recommend taking inputs from your employee experience efforts and …
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How to Design a Great Employee Experience
Employee Experience is becoming even more of a strategic focus for companies as they find themselves facing one or more of the following challenges: They are in a highly competitive …
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Clearworks Conversations: Mapping the Health Insurance Customer Journey
Our Clearworks Conversations Blog Series features interviews with leaders who we feel have a unique perspective to share. In this blog post, Noël interviews Beckie Brooks, Manager, Strategy – Consumer …
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We have personas… now what? Bring your Personas to Life!
You understand how personas can help you with your design, product, and marketing strategies. You made the significant investment to develop personas. Now what? Do internal stakeholders know they exist …
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Ideating Your Way to a Better Employee Experience
You have probably conducted ideation sessions internally to come up with new ideas for products or services. You may have also brought in customers to help you ideate on the …
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In Customer Experience…. Sweat the Small Stuff
I recently attended an innovation conference in Boston – a city that I love to visit, especially when it gives me the opportunity to escape the heat of Texas in …
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Why Your Definition of Customer Experience is Probably Outdated
A January 2017 report from Harvard Business Review Analytics Services (link below) reveals that global business leaders increasingly view social media as a foundational enabler of customer experience. While you’ll …
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NOT another airline horror story
With all the focus recently on poor (even outrageous!) airline customer service, I wanted to highlight one airline that appears to be getting it right. Norwegian Air is a relatively …
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