Customer Journey Mapping

Customer Journey Mapping – Understanding How Customers Think, Feel and Experience

Alex Allwood ALEX ALLWOOD, Customer Experience, CUSTOMER JOURNEY, Customer Journey Mapping

The CX leader’s playbook is now brimful of methods, tech and tools to understand customers and their experiences. For many though, deep understanding; how customers think, feel and experience remains …

The Quickbite

Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CUSTOMER JOURNEY, CX, CX Strategy

How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers …

The Quickbite

Customer Experience News 98: #GrowthHack, TED Talk, Experience Design & Marketoonist

Alex Allwood Customer Experience, Customer Experience News, CUSTOMER JOURNEY, Experience Design Leave a Comment

  #GrowthHack Customer Journey Consistency (2min) This week Alex Allwood writes on the importance of developing customer experience vision and principles to guide employee behaviour and ensure the delivery of consistent experiences across the …