What is Digital Experience?

What is Digital Experience?

Has this happened to you? You are on your mobile device looking something up, and end up on a website where the text is super tiny? You must zoom in and scroll back and forth to read it. Yep, that is a digital experience, not a good one, because the website is not...
Your CEO Wants to Differentiate – But How?

Your CEO Wants to Differentiate – But How?

I know of a company that focused on building out the CEOs product vision, and keeping an eye on the competition but wasn’t listening enough to customers along the way. The company needed a greater focus on customer experience and listening customer needs. So, what...
Getting Started with Customer Journey Mapping

Getting Started with Customer Journey Mapping

You likely know that customer journey mapping is one of the hottest trends in customer experience (CX) today. But why? It’s a great tool to view and manage the customer experience, and the process to get to a customer-validated map is so valuable. While there are many...

BFF: Customer Experience & Consistency

One of the key principles in customer experience management is consistency. Without consistency, some customers may get a great experience and others will get something mediocre. I consider customer experience and consistency to be “BFF” or best friends forever. They...