Insights

Our latest POV on how customer experience drives everything from concept and creative to design and technology

The Journey of Journeys: Moving from Mapping to Management

By Asa Sherrill and Diane Magers, CCXP Changes in the market and in the expectations, behaviors, and values of consumers continue to drive a heightened sense urgency for brands.  It requires a need for a concentrated experience focus when crafting a progressive, yet sustainable business strategy to respond to those changes. Experience management is how […]

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The Financial Value of Experience Management

by Diane Magers, CCXP There is a fundamental shift in the way organizations need to think and work that is being driven the customer expectations. It is the realization that employees and customers are the ultimate source of value. Defining success for your experience discipline takes more than voice of customer and metrics. It requires […]

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Linking Financial Value to Experience Management

By Diane Magers, CCXP As a discipline, Experience Management (the experiences of customers, employees, partners, brand) creates a fundamental shift in the way organizations think and work. One of those shifts is the realization that employees and customers are the ultimate source of value. Defining success for your experience discipline takes more than voice of […]

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