How Airbnb Disrupted Itself (2 min)Despite phenomenal early success, Airbnb decided in 2011 to utilise customer journey mapping and design thinking to change its entire product strategy. In this Forbes interview, one …
Customer Experience News 97: Customer-Centric Culture, CX Budgets and Leadership
4 Strategies to Inspire a Customer-Centric Culture (3min) Even the most well-resourced customer experience program cannot succeed without employee buy-in across the business. This article from CustomerThink outlines four simple, yet …