Customer journey mapping has become a core element of the customer experience field. Yet… there is still a huge challenge to truly add value for the organisation with journey mapping. The last few weeks I notice a common theme in my keynotes and the conversations I have about customer experience. And that’s the struggle I […]
How the new Corona context can fuel your experience transformation success
Corona seems to strengthen our (unjust) belief that urgent, daily issues are disconnected from improving customer- and employee experience. Looking back to all the conversations I’ve had about experience and Corona in the last few months, there is one central topic that seems to pop up. A central topic exposing a misconception when it comes […]