Customer Experience Management

With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of

It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset to

Over the past week or so, there has been a really great debate going on in over the organisational structure by which most effectively

When a new business buzz makes heads, a new buzz of how to’s follows.  Customer Experience Management (CEM) is no different.  But, to me, Customer

This article in the Australian Financial Review (Kmart reborn in program of change) was a timely follow up to my blog post of a few

How you answer this question seems to depend almost entirely on where you sit in the organisation. If you are inside the Customer Experience Management