Joana de Quintanilha

Journey-centricity is not something you overlay on your current operating model. You cannot preserve the status quo; it will disrupt your business. It requires a bold vision to use journeys to incorporate products and services in customers’ lives, to adopt a shared journey language that aligns people, process, and technology across touchpoints, channels, and silos. […]

(coauthored by Mélissa Chaudet) Many consumers want to act sustainably but struggle to do so, for both intrinsic (lack of motivation) and extrinsic (price, convenience) reasons. Embracing sustainability requires organizations to understand the emotions that drive customers to make sustainable choices and to contextualize sustainability in the customer journey to help customers bridge the gap […]

Customer feedback management (CFM) vendor Medallia’s announcement of its intention to acquire customer journey orchestration (CJO) vendor Thunderhead is an expected response to the Qualtrics acquisition of Usermind last year. As my colleague Joana de Quintanilha writes in her blog, customer journey orchestration platforms have been a hot commodity of late. The acquisitions of Usermind […]

Discover the questions to ask when considering customer journey orchestration (CJO) vendors, as acquisitions shake the space up.

Customer feedback management vendor Medallia’s announcement of its intention to acquire customer journey orchestration (CJO) vendor Thunderhead is the fourth acquisition in the customer journey orchestration space in six months. First, CSG acquired Kitewheel, followed less than a week later by Qualtrics’ acquisition of both Usermind and Clarabridge. And in October, Genesys announced its acquisition […]

Emotion is key to differentiated experiences that drive customer loyalty. But many companies get emotion wrong. Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. Contrary to popular belief, making customers feel content, happy, or delighted impacts loyalty less than making customers feel respected, understood, valued, or confident. […]

In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.

En 2022, les marques se tourneront vers leurs équipes Expérience Client (CX) pour mieux naviguer dans le sillage tourmenté de la pandémie, s'adapter à la « nouvelle normalité » et gérer les attentes et les émotions des clients autour d'enjeux aussi variés que l'accélération et la saturation numériques, le développement durable et la confidentialité. 

2022 werden Unternehmen auf ihre Customer Experience (CX)-Teams angewiesen sein, um einen Weg durch die Pandemie zu finden und sich auf eine „neue Normalität“ einzustellen.

CX Professionals moeten customer journey maps gebruiken als een tool voor verandermanagement om medewerkers, die interacties ondersteunen of direct contact hebben met klanten, te helpen de klantervaring te verbeteren.

Les professionnels de l'expérience client (CX) doivent utiliser les cartes de parcours comme un outil de gestion de changement pour amener les employés à offrir des expériences centrées sur le client.

Companies that prioritise frictionless experiences above all else risk alienating customers and miss out on opportunities. Read this post to learn more.

CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.

Many companies get emotion wrong … Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions — they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just […]

Le principal obstacle à une transformation réussie de l’expérience client est le manque de coopération au sein des entreprises. Établissez et développez votre fonction CX dès maintenant !

The main barrier to successful customer experience transformation is the lack of cooperation across organisations. Establish and grow the CX function now!

Emotion Is The Key To Benchmarking Journeys We know customer journeys matter. We know emotion matters. It’s time to bring these two together and use journeys to design for the full scope of emotion. To know what good looks like — and to benchmark customer journeys — we need to understand how to design for […]

We know customer journeys matter. We know emotion matters. But do we know what “good” looks like when it comes to customer journeys? Do we know how to design for emotion? Well, the two are inextricably linked. To know what good looks like — and how to benchmark journeys — we need to understand the […]

In 2020, for the first time in more than five years, we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (CX Index™), which measures how successfully a company delivers customer experiences that create and sustain loyalty. But even as these digital leaders begin to pull away, the mainstream banks […]