Customer Journey Management: Keeping Your CX on Track20191209000021

Customer Journey Management: Keeping Your CX on Track

Customer journey management is one of the best methods an organization can use to continuously improve customer experience (CX).  Unfortunately, many ...
Three Journey Mapping Rules You Should Break (Sometimes)20181218103633

Three Journey Mapping Rules You Should Break (Sometimes)

Journey Mapping is only two words, but it seems to have infinite definitions and implementation possibilities. On the surface it can seem like a bad t...
Six Steps to Customer Journey Management20180421061622

Six Steps to Customer Journey Management

Journey management is defined as “an active process used to optimize the journey over time as the organization and customers evolve.” It enables an or...
Why Customer Journey Management Is Better Than Journey Mapping20180220141631

Why Customer Journey Management Is Better Than Journey Mapping

Strativity’s Andrew McInnes on the importance of Customer Journey Management for adding value to organizations beyond the workshop and “wa...
Strativity Touches Down in Australia with Pareto Fundraising JMA Course20180214100900

Strativity Touches Down in Australia with Pareto Fundraising JMA Course

Strativity’s Touchpoint Dashboard touched-down for a historic week “Down Under” in Australia this week. The Touchpoint Dashboard touch-down was record...
How to Select a Customer Experience Consultant – Part 120180118181845

How to Select a Customer Experience Consultant – Part 1

The proliferation of firms and individuals offering customer experience consulting services makes it difficult for organizations to make the right sel...
Using Behavioral Economics to turn Irrational Decision-Making into Exceptional Customer Experiences20171023171804

Using Behavioral Economics to turn Irrational Decision-Making into Exceptional Customer Experiences

Richard H. Thaler of the University of Chicago, my Managerial Decision-Making Professor when I was in business school at Chicago Booth, was awarded th...
Strativity’s Touchpoint Dashboard Unveils Customer Types and Enhanced User Interface20171017090042

Strativity’s Touchpoint Dashboard Unveils Customer Types and Enhanced User Interface

The world’s premier customer experience consultancy, Strativity Group, Inc., rolls out new features within Touchpoint Dashboard to help practitioners ...
A Family Tree to Take Your Journey Maps from Macro to Micro20170927155558

A Family Tree to Take Your Journey Maps from Macro to Micro

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Remember that neighborhood kid who always...
WDW: Exceptional Experience or Your Benevolent Big Brother?20170919080103

WDW: Exceptional Experience or Your Benevolent Big Brother?

Although Disney is well known for their excellent customer experience, some believe that Disney, and their extensive collection and leveraging of cust...
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