Where To Workshop
One of the first steps to planning any event is to lock down the location. And when that event is a workshop, the devil is in the details. Why is a good venue so important? Adequate room will keep small groups from (literally) stepping on each others’ toes. Many workshop exercises depend on hanging up […]
Workshop Materials We Love
We’re fanatical about the materials we use in our journey mapping workshops — but with good cause. That’s because our workshop materials become tools to unlock insights from our workshop participants. We want workshop attendees focused on telling stories and showing us ideas, not on how all their sticky notes just fell off the wall! […]
Journey Map Template
Ready to map your customer journey? Start with our FREE template. Our free journey map template will help you visualize your customer journey or employee journey. Because it’s in PowerPoint, it’s: Easy to edit — no design skills or special software needed Easy to share with colleagues across your organization
Outside In: Chapters 1 & 2
How did Fidelity find the simple innovation that generated billions in new investments? What helped Mayo Clinic uncover the insights to better serve both doctors and patients? How did Office Depot beat the problem that blocked its growth potential? All these organizations focused on customer experience, the most powerful — and misunderstood — element of […]
The 2021 Customer Experience Outlook
Helloooo 2021! Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give […]
