Journey Mapping vs Touchpoint Mapping (2-3min) An excellent read. This article for Customer Think takes a deep dive into the differences between customer journey mapping vs touchpoint mapping; as the author points out they are …
Research Study: Marketing & CX Leadership in the Crisis Economy – Part Two
Part 2: Pandemic Perspective: Leadership Decision Making in Uncharted Territory There is no playbook for this pandemic. Leadership teams in 2020 are navigating uncharted territory to rapidly respond to this crisis with a mandate …