The primary reason to run a customer journey mapping project is to drive customer-focused change. That’s what we heard when we asked customer experience practitioners to rate their success with their ...

I originally wrote today’s post for CMSWire. It appeared on their site on September 26, 2022. In my last article, I wrote about the need for customer experience professionals to not only build the ...

THE TRIBUNE, India’s oldest, daily English-language newspaper, was first published on February 2, 1881, in Lahore (now in Pakistan), and save for 40 days in the immediate aftermath of Partition, has ...