A Cynefin based view Statement 'Customer experience management should not be there to make the C-suite feel good through the simplifications and stupidificat...

Repurposed from: https://www.mycustomer.com/experience/engagement/the-five-myths-about-emotion-and-their-implications-for-cx-professionals#comment-12136 Emot...

As a default Agile framework Cynefin is an ideal and well-respected approach (source: Dave Snowden and Cognitive Edge) that helps in the management of innova...

Building a more customer centric organisation requires CX professionals to ditch the top down talk and focus more on the application of co-creation throughou...

Digital transformation or any tech change for that matter needs to embed within its governance and compliance processes a customer centric mindset. To enable...

How to define customer experience and what to do about it

Companies are failing in their CX endeavours as they go for the big play. This is wrong. The most successful companies aim to build customer centricity into ...

Relational intelligence refers to a set of technologies and methodologies that build conversational logic into your digital and offline infrastructure. Worki...

Journey Maps are design tools, period. They must therefore be treated as a means by which we achieve new experience designs and input conversational logic. T...

Customer experience is the experience the customer has. It is not about summing all touchpoints. Context is king and building sensitivity to the emerging pre...

Co-creation platforms are critical to customer experience management. How we interface between stakeholders is enabled by these communities; surfacing value ...