Change management, Customer Experience, Customer Experience, Customer Journey, Design Thinking, Employee Experience, Listening Programs, Service Design, Where we write

70% of change efforts fail: Steal the 5-point system the successful 30% use

70% of change efforts fail.Are the alarm bells going off? They should be. This ...

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Article - Customer Experience, Company Culture, Customer Experience, Customer Experience, Customer Journey, Design Thinking, Employee Experience, Journey Mapping, Service Design, Where we write

3 Service Principles to Use in Your Customer-Centric Design

All companies know, to some extent, how to deliver a service that is deemed ...

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Article - Customer Experience, Customer Experience, Customer Experience, Customer Journey, Design Thinking, Journey Mapping, Listening Programs, Where we write

Debunk these 5 myths about journey mapping & unlock 100% customer retention

Have you ever wondered what your customers really think about you?Chances are – You ...

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Article - Customer Experience, Change management, Customer Journey, Journey Mapping, Service Design, Where we write

Past vs. present: How the customer experience died with technology (& how to bring it back from the dead)

Is it too late to save the modern customer experience? Or have we gone ...

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