Many organizations fall into the trap of reactive CX—responding to customer issues after they arise rather than proactively crafting experiences that align with customer needs and business goals.

This article describes how to move your organization to a more proactive approach, deploying Journey Management.

Listen to this WOW24-7 Podcast where Mark describes how customer journeys can help bridge the gap between long-term business value from CX (doubling growth rates) and the short-term needs of business to show quarterly results.

The answer is to deploy Journey Management programs, and this Podcast provides a great introduction to the concept.

A key component of an integrated journey management strategy is the use of journey analytics and insights to support the transition from rNPS to tNPS.

In this article Ray Gerber guides the reader through the steps necessary for success.

This article describes the concept of “Brand Pollution” and how it can be explained by understanding the Mental Models that govern what customers expect from customer experience.

We describe how the experience delivered by an airline can undermine that of a bank, and lead to the bank losing a customer.