New Moves from the Pandemic Playbook (4min) This week we share Part Two of a new research study by customer experience consultancy All Work Together, which reveals how Marketing and …
Customer Experience News 144: Airbnb Disruption, CX Benchmark Report, Grow Your CX Budget & McKinsey on Omnichannel Experience
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 …