6 articles in this category
{ "title": "Journey Mapping for Skeptics: Evidence-Based Paths to Real CX Gains", "excerpt": "Journey mapping often gets dismissed as a fluffy exercis...
Introduction: Why Traditional Mapping Fails in Uncharted TerritoriesIn my 15 years as a customer strategy consultant, I've seen countless organization...
This article is based on the latest industry practices and data, last updated in April 2026. In my 15 years of experience designing customer experienc...
Why Traditional Metrics Fail to Capture Journey ValueIn my consulting practice spanning twelve years, I've consistently found that organizations measu...
This article is based on the latest industry practices and data, last updated in March 2026. In my decade as an industry analyst, I've seen countless ...
This article is based on the latest industry practices and data, last updated in March 2026. In my 15 years as a senior CX consultant, I've learned th...