Journey Mapping

Customer Experience News 149: Gartner VP Interview, Personas, Customer Insights and Adobe Experience Index

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Strategy, QUICKBITE

Gartner VP Ups the Ante (2-3min) In this wide-ranging CMO interview, Gartner VP and leading analyst Don Scheibenreif discusses current perceptions of customer experience, the stumbling blocks to CX maturity and …

Journey Mapping

Customer Experience News 122: Gartner B2B Journeys, Southwest Airlines, Culture & Forrester

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, Customer Journey Mapping, Uncategorized

Gartner on the B2B  Customer Journey (2-3min) Latest research from Gartner shows the widely-held assumption that B2B customer journeys are linear is fundamentally flawed. This article from Forbes uses the Gartner findings to illustrate what a B2B …

Journey Mapping

Customer Experience News 106: Experience Retail, Gartner, CX Focus & Personalisation

Alex Allwood Customer Experience, Customer Experience News, CX, Experience Retail, PERSONALISATION

 The Rise of Experience Retail (2min) Retailers already under pressure from online competitors are now facing a new wave of competition from ‘experience retail’ brands, focused on creating exceptional bricks and mortar shopping experiences for …