Resources

Don’t Stop at Journey Maps

Technology exists to efficiently move toward the Holy Grail of customer relationships: one-to-one interactions.

Customer Innovation Where You Least Expect It

Understanding what matters most to customers can help companies to craft the types of experiences that unexpectedly surprise them and secure their loyalty.

Putting CX to Work in Unique Ways

A government agency puts customer strategy best practices to work in an organizational transformation.

Pinning Hope on Personalization Through Mobile

Leaders behind Turkey’s new shopping app share their personalized, mobile-first strategy.