Getting a cross-functional team to come together, let alone work together for a common cause, such as customers and improving their CX, can be like herding cats. It can feel …
Customer Experience News 114: Mapping Methods, Service Design & MVCs
Mapping Methods Cheat Sheet (4-5min) From late last year but nevertheless an excellent article comparing the four most commonly used mapping types, (empathy mapping, customer journey mapping, experience mapping and service blueprinting), …
Customer Experience News 93: Disney, Design Thinking, Empathy Mapping, Retail CX
How Disney Delivers Exceptional Experience (2min) Bruce Jones, Senior Director at the Disney Institute, outlines the Disney approach to creating a ‘common purpose’ that inspires the company’s employees to provide exceptional …